How to plan for a dashboard

Steps for building a dashboard

1. Build the customer journey (or refer to the journey created at project kick-off)
a. Understand non-journey listening posts
2. Understand users types - write down objectives for each user type
3. Map out every dashboard for each user type

Building the customer journey

1.Hand-draw the journey map. Identify where listening posts are in place and which ones are missing.
2. Is there a way we can create a customer journey score?

Understand Non-Journey listening posts.

1. Is there an RNPS or CNPS survey?
2. Is there social media input?

When an RNPS and CNPS survey is in place, those should be used as the primary KPI. Therefore, we need to plan for these dashboards before coming up with the journey NPS dashboard.

Map Users & Roles for each dashboard

Create a table like this

User Type Job Role Primary KPI Secondary KPI(s) What is his expected action on looking at the data
CX Team Improving the customer experience at every interaction point Churn Rate NPS Should be able to understand:
  1. If we are improving
  2. Where to put in the investments e.g.
    • Areas that need improvement
    • Which customer groups?
    • Which geographic locations
    • etc.

There can be many different types of users

- C-Suite  
- CX Team
- Process owners
- Group owners
- Regional leads
- Account managers (for b2b)
- Customer support rep
- Delivery/installation agents
- etc.

There should be a different dashboard that we create for each lead.

Map every user to a dashboard

Build a dashboard view for each user type in the system and map access. Then map which user would have access to which view.

Executive Summary Process View Agent View
C-Suite X X
Process Owner X X
Delivery/installation agents X

The view should be focused on the primary user who will be logging into that particular view most often. The picture will aim to answer the question of the process owner.

Conclusion

Building a dashboard needs to be thought through in a lot of detail. Then, methodically go through all your requirements, and a pattern will emerge.

Remember to review the requirements on an ongoing basis. Talk with the users and ensure that new evolving needs are incorporated over time into the dashboard design.

Author

Amitayu Basu
CEO

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