ProbLem: USE-CASE mapping

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As we move across the User journey for different use cases, there are pain points observed by the user(s) at each of the touchpoints. Through 5 WHYs, Cause & Effect analysis, and Mind mapping, we arrive at possible root causes (which we call as problems). Through Context mapping and Affinity Diagram, we organize these problems in categories for more focused analysis. Through Pareto and FMEA analysis, we decide on the list of problems that should be prioritized to solve. Through Scatter Diagram and Regression analysis we further narrow down the problems that have strongest correlation with the user's pain points. 

At the end of this process, we get the refined list of problems across the user journey for each use cases, that has strong contribution to the respective pain-points, and need to have solution for.

The shortlisted problems identified for each use case are captured with the desired state (goal), targeted to be achieved after implementation of the possible solution. These goal should be SMART:

1. Specific: What will be accomplished? What actions will you take? 

2. Measurable:  What data will measure the goal? How much? How well? 

3. Achievable: Is the goal doable? Do you have the necessary skills and resources? 

4. Relevant: How does the goal align with broader goals? Why is the result important? 

5. Time-bound:  What is the time frame for accomplishing the goal? 

Some examples of SMART goals are as follows:

1.  Transition to a new automated case management system with minimal affects on customer service by developing a training program that ensures all staff can process 30 cases per day no later than three months after the end of the training classes. 

2.  Reduce overtime in the department from 150 hours per month to 50 hours per month by the end of the fiscal year with no increase in incident reports.