The service matrix is a 5×5 table mapping the services in the customer journey. The matrix will be different for each specific case: each supporting organization will be able to identify its customers journey and map as-is and to-be services inside the matrix. We provide an example of how the matrix can be applied to the two customer journey of a researcher described here. Get FigJam template Download the PDF Example of services matrix for […]

Two examples of customer journeys are provided for researchers and companies. Needs, activities and pain points in the different phases of the journey are indicated.

In the service portfolio analysis, a list of services usually offered by the OSPO is described and clustered in five different categories. Organizations can use the template provided to identify currently offered services and plan to-be services according to their customers’ profile and internal expertise. Initially, a limited number of services can be available at the organization’s level. We provide a downloadable template and a FigJam file as a collaboration tool to speed up the […]