Category: Examples

This simple process for promoting your business on Twitter comes from the blog post by Goutham Bhadri.

Additional notes are found in the paperclip links on each box.

This example comes from a blog post by David Patterson of KnowNow Information. KnowNow help companies through the innovation process helping them to formalize and test ideas and develop those into real applications.

In this blog post David takes us through a simple 5 step approach from idea to app. We have captured the 5 steps in a Skore process as shown below.

At each step David poses one, or more, questions that must be answered before moving to the next step. We have captured those questions as attachments that can be accessed through the paperclip icons.

To open the full interactive version of the skore process click the image below.

I couldn’t help this. After a meeting earlier in the week I stopped by one of my favorite fast food chains. I love to watch how well the process for making my sandwich works. It must have taken years to get this right.

I’ve watched other vendors but none have the process down so well.

So without mentioning any names, here is the process for making my favorite sandwich.

From the Erik Larson article in the Harvard Business Review “A Checklist for Making Faster, Better Decisions“. This 7 step approach uses Behavioural Economics as the basis for making better decisions. It’s designed to reduce bias and is ideally suited to important strategic decision making.

After reading the article on HBR we created this simple process view with guidance notes on each step.

How we made this process in Skore app

This is a very simple construction. We used standard What and Why boxes to describe the process. Additional notes based on the HBR article are included in the attachment icons.

Open the interactive process.

This process is used to demonstrate to customers one of the solutions we offer. We’ve been involved in many software implementations over the years, from large scale ERP through to small implementations covering 4 or 5 team members.

Skore app is a fantastic tool for capturing and analyzing requirements based on process. We focus on asking stakeholders what they do today, which is a much easier question to answer than what do you want tomorrow.

From this information we can see exactly where today’s pains are and design solutions to alleviate those pains.

We can also create value by asking the customer what measurable improvement they would like to see (e.g. reduce costs, increase revenue, improve customer experience etc). We ask “how would that work?” and design processes that make it easy to see how feasible this is.

If you’d like more information on our approach to software implementation please do get in touch. [email protected]

How the software implementation process was created

Notes boxes were used to create the header in this process. The logo is taken directly from our website and added to the note using markdown:


The two chevrons are the icon called angle-double-right from the icon library and the title uses a # at the beginning of the text to create a header 1.

The two grey bars, above and below the process, are simply notes boxes with no text in them. The background has been set to grey and then stretched out across the page.

The text box at the bottom right is also a note box with a border enabled.

Click here to view the process

Why do we need a Customer Experience Process?

This is an example of how we use processes to define and describe a methodology, or approach, in our consulting. In this case it’s our customer experience process. It describes the key activities we do when working with our customers on customer experience issues.

Typically a client will come to us with a request to look at, analyze and/or improve a process. It’s very easy for teams to see their issues, and sometimes lack of defined process, as an internal issue. But in many cases there are significant touchpoints with the customer. Here we would recommend what we call the outside-in approach.

How do we do it?

Before we agree which processes to focus on first we help the team think about what sort of experience they want to deliver. We gather feedback from existing customers and map out the touchpoints. This shows the team where the gaps are and helps them prioritise which process to focus on. More importantly it tells them what the value adding deliverable for each process is.

We define this approach in Skore as it gives us an overview of each of the key activities. It’s easy to change and update as we learn new things. And we can attach guidance notes, templates and additional information to each step. It means we can very quickly get up to speed by reviewing the process before each project. It also helps us to explain to the customer exactly how this is going to work and what they should expect. It helps them prepare better so we can really get the most out of our workshops.

How do we define that in Skore app?

As this is a high level overview we have defined it all on a single diagram. There are three key phases to the process; pre-work including interviews and research, the actual workshop(s) and finally any follow up work such as defining the actual processes. In order to show these phases we used grouping.

A group adds a border to a set of boxes on the diagram and allows you to give it a title. This way related items are shown together. You simply select the items  you want included in the group (hold down Shift and drag to select) and click on the Group option that is displayed.

We also use attachments on each box to link to templates and guidance notes for each step. Reading this process before each project is really very useful as a refresher. And it really helps the customer understand which phase of the process we are in at any given point.

Access our Customer Experience Process here.