Agile and Successful Customer journey experiences with Magnolia CMS

Index Successful vs Failure experiences

Business Goals

Journey Stages

01

02

03

How do we want to experience our project?

1. Insights – Customer Needs

2. Impact - Business Value

3. Improvements – Customer Satisfaction

4. Innovative – Valued Solutions

Business Goals The Four “I’s”

Customer Journey map

5.

4.

User Acceptance Tests

3.

Maintenance / Evolutions

Development Phase

2.

1.

Customer Needs

Customer Assessment

Journey Stages

Customer Assessment

- Meetings with the customer to identify their needs. - Weighting customer requirements based on the scope. - Benchmarking to define best practices in order to provide business value. - Assessing the coverage of technological solutions: proprietary and open source. - Helping to identify best solution approaches.

1. First Stage

Magnolia Benefits

1. Total Cost of Ownership (TCO) low depending on licensing model.

2. IT Framework Technologies always updated to final versions. 3. Customer Customization easy, simple and ready to be integrated. Source code available. Cost reduction. 4. Online demos and reviews available during assessment. Easy to choose. 5. Magnolia provides 360º solution dashboard based on usability – Customer Experience

Customer Needs

- Functional interviews to understand customer’s requirements. - Designing an autonomy solution: easy and simple. - Creating innovative responsive designs. - Reaching a global and multilingual technology. - Reducing Time to Market, experimenting Time to Value. - Agile and interactive sessions: IT / Business

2. Second Stage

1. Building together a customer experience online.

2. Go mobile. Desktop, mobile and tablet preview. 3. On the cutting edge where business meets 4. Keeping it simple. Ready to develop. 5. Simple as mobile apps. Ready to use. 6. Teamwork and Collaboration.

Magnolia Benefits

Development Phase

- Usage of out of the box robust and flexible functionalities . - Making use of Java standard frameworks reducing time and effort. - Easy to extend and custom specific requirements. - Building out of the box responsive websites thanks to the mobile framework. - Making use of agile methodologies increasing alignment between IT and business. - Delivering fast components and working in parallel with business. - Improving Time To market.

3. Third Stage

1. Reuse of full open out of the box tools.

2. 24x7 online resources available published by development communities. 3. Stable, more flexible and precise like a ‘Swiss watch’. 4. Real examples and comfort while developing thanks to wikis, forums and user’s experiences. 5. Adaptability to business needs. Time to Value 6. Building latest and best customer experiences through mobile views. 7. Motivated teams, fantastic feedbacks and agile developments.

Magnolia Benefits

User Acceptance Tests

- Business choose what and how to test. Acceptance Criteria - UAT should be iterative and well-organized. Continuous improvement. - Test cases and scenarios definition between IT and Business. - Tests should be registered. Workflow management. - Incidents and change management. Customer satisfaction

4. Fourth Stage

1. Multidevice preview.

2. Easy to integrate with testing tools: Jenkins, Maven, Junit, etc. Continuous Integration. 3. Automated tests (building & release time). 4. Smoke Testing (shorts, planned, stability). 5. Groovy Scripts : - Testing of activation - Crawling tests - Log crawling test

Magnolia Benefits

Maintenance / Evolutions

- Plan – Do – Check – Act – Deming Cycle - Planning new valued functionalities - Executing new experiences - Checking if they provide value - Publishing or changing necessities

- Extending customer needs

5. Fifth Stage

1. Business autonomy to manage customer experience.

2. Modular framework able to be extended. 3. Omnichannel customer experience. 4. Campaing and landing pages. 5. Content personalization: - Trait (location, category, time of day) - Segment (Group of visitors) 6. Online analytic reports.

Magnolia Benefits

Thank you.

Álvaro Pariente Alonso @alvaroparient