This short video explores what the Voice of the Customer is, why it’s important and how to research it effectively.  

It explains and compares some of the key information gathering techniques including: surveys, interviews, storytelling, focus groups, observation and ethnographic studies. It also gives an overview of useful analysis techniques, such as the empathy maps and customer journey maps.  

The Voice of the Customer is just one of the techniques covered in AssistKD's CX Analysis course, which counts towards the new A4Q Service Designer qualification.

Enjoy bitesize learning? Watch our free short learning videos.

You may be interested in this article by Debra Paul. The Rise of the CX Professional.

If you want to learn about a technique, why not ask the people who came up with it?  

AssistKD created the POPIT™ model in the early 2000s to help business analysts take a holistic approach when investigating business situations, assessing the impact of changes, and generating innovative ideas for genuine business improvements.  It is now used widely by BAs, Business Architects, Service Designers and other business change professionals.

This video is an overview of the POPIT™ model and explains how it can be used to drive business transformation.  

AssistKD offers a FREE learning course on the POPIT™ model.  

The POPIT™ model is covered in the following AssistKD courses:

Business Service Design

Modelling Business Processes

Business Analysis Practice

Foundation in Business Analysis

Business Architecture

Design Thinking

Watch this Techniques in Two video where Debra Paul (originator of the POPIT™ model) explains it in under 2 minutes.  

POPIT™ is also discussed in the following BA Brews:

The BA Tools and Techniques Launch Chat

The Benefits of Benefits 

This bitesize video gives an overview of the Service Safari, a research technique that helps organisations to better understand the experience encountered when using a product or service The Service Safari is just one of the many techniques covered in AssistKD's Design Thinking course which counts towards the new A4Q Service Designer qualification.

AssistKD's Julian Cox discusses the truths, elements and uses of Business Architecture. Find out more about AssistKD's Business Architecture course, which covers the fundamental concepts and techniques of business architecture. The course is suitable for business analysts, business architects, project managers and other business change specialists.

This short video discusses how Rich Pictures work and why they are an extremely useful discovery technique. This is just one of the many techniques explored in our Business Analysis Practice course. Rich Pictures are also a topic in our Design Thinking course.

CATWOE is a technique many of us use intuitively every day because we recognise how much it helps when we reflect on stakeholder perspectives and accountability. This technique is not in everyone’s top ten but, with so much focus on the importance of working effectively with stakeholders, it’s timely to have a reminder of how relevant it can be and the great insights it affords. One of the many techniques explored in our Business Analysis Practice course.

Our free-learning video provides insights on empathy mapping, an important element in human-centred design. It’s a simple yet effective way to stand in a customer’s shoes and understand the thoughts and feelings that underpin what they say and do. This is just one of the many techniques explored in our Customer Experience Analysis course.

Business Service Design is the next big thing. Could it be for you? This short video gives a simple introduction to Business Service Design and the four thinking frameworks which combine to provide a powerful toolkit for the modern digital change practitioner: Systems Thinking, Service Thinking, Design Thinking and Lean Thinking.

This short video looks at the SARAH curve, the five key emotions typically experienced during a time of change. Every Business Analyst knows that negative reaction to change can lead to resistance, undermining of progress and even resignations. Acknowledging how staff and stakeholders are feeling and being sensitive to these feelings is the first step towards helping them to navigate change. This is just one of the techniques explored in our Foundation in Business Change course. 

This video explains payback within projects - looking at how to calculate it, how it can be used to plan and validate a project and the positives and negatives of this method. This is just one of the techniques explored in our Benefits Planning and Realisation course and in our Business Finance course. 

This short video looks at a key technique for analysing stakeholders known as the power/interest grid. 

AssistKD's Stakeholder Engagement course covers this technique and much more.

In the digital age, it has become critical to understand more about our customers and what motivates, delights and even annoys them. So what is customer experience, and why is it important?

The customer experience is central to AssistKD's CX Analysis course and our other Service Design courses.

This short video discusses Fishbone diagrams and how they can be used. This is just one of the many techniques explored in our Business Analysis Practice course.

This short video discusses mind maps and how they can be used. This is just one of the many techniques explored in our Business Analysis Practice course.

This short video discusses force-field analysis and how it can be used. This is just one of the many techniques explored in our Business Analysis Practice course.

In this video, we look at the concept of IRR (Internal Rate of Return), how it works and it's relationship with NPV (Net Present Value). This is just one of the concepts explored in our Benefits Planning and Realisation course and in our Business Finance course. 

This short video explains what the Tuckman Model is.

This video explains the concept of CATWOE and looks at how this can be used in analysing the Business System. This is just one of the many techniques explored in our Business Analysis Practice course.

An overview of what Discounted Cash Flow is, how to work it out and how it can be used by organisations. This topic is further explored in our Benefits Planning and Realisation course and in our Business Finance course. 

This video introduces the concept of the SWOT analysis and looks at how it influences understanding of the strategic position of an organisation. It then moves on to consider how SWOT can be used to fulfill a TOWS matrix and inform the strategic direction of the organisation. This is just one of the many techniques explored in our Business Analysis Practice course.

This video explains the concept of PESTLE and looks at how this can be used in analysing the Business System. This is just one of the many techniques explored in our Business Analysis Practice course.

Lynda Girvan introduces Agile - its principles, techniques, methods and frameworks. You may also be interested in AssistKD's Agile Business Analysis course and Agile Awareness Workshop.

AssistKD's Julian Cox gives a comprehensive introduction into the world of Enterprise Architecture: what it is, how it's defined and how it has grown to be an essential part of the modern day business.

This short video explores the background and the content of the BCS International Diploma in Business Analysis.

When you’ve achieved the BCS International Diploma in Business Analysis… what comes next? This video explains how the Advanced International Diploma fills the gap between the International Diploma and the Expert BA Award. It outlines the three skills areas covered by the Diploma, and details what is required of candidates. A must watch for the business analyst looking to advance their knowledge, understanding and career opportunities.

Lawrence Darvill visited the BGL Group to offer his views on what it takes to enjoy a successful career in Business Analysis. Lawrence’s background is in BA Recruitment and he ended his talk on Career Planning with the following advice for anyone embarking on a career in our profession.

Do you understand what Service Design really is? It’s not simply design thinking. It’s a whole new way of looking at business.

Philippa Thomas is taking up the Techniques in 2 challenge this month, and her goal is to explain the Johari Window in under two minutes.

The Johari Window is discussed in BA Brew 19, the BA Tools and Techniques Launch Chat 

What are Use Case Descriptions? Kate Biddle takes on the challenge to explain all, in less than two minutes.

If you are interested in BA tools and techniques you might enjoy our BA Brew on the subject: BA Brew 19: The BA Tools and Techniques Launch Chat

Data Analysis explained in 120 seconds? Surely impossible... or is it? Watch Pete Thompson attempt to explain the subject in just two minutes (without saying too much, or not enough…) It’s a lot harder than you’d think! If you are interested in developing your data analysis skills, you may be interested in AssistKD’s Business Data and Information Management courses.

Kerry Adams takes the Techniques in Two challenge and explains Customer Journey Maps in under two minutes. 

Time for more against-the-clock fun. Lisa Hudson faces the Techniques in 2 challenge. Can she tell you everything you need to know about the ‘Five Ws and One H’ framework in less than two minutes?

Julian Cox goes against the clock in our latest Techniques in 2 challenge. Watch his topical two-minute tutorial where he addresses the ‘Conceptual’ element of Conceptual Data Modelling.

Tom challenges AssistKD's Debra Paul to talk about the Balanced Scorecard in as close to 2 minutes as possible without (too much) deviation, hesitation or repetition. Can she beat Pete Thompson?

Lisa Hudson steps up to the plate this time to take the Techniques in 2 challenge. Can she answer Tom’s question ‘What is the Stakeholder Wheel’ in less than two minutes? You’ll have to watch to find out.

Tom's ready with the stopwatch... it must be Techniques in 2 time. We challenged Julian Cox to talk about Use Cases in as close to two minutes as possible. Did he manage it? Watch the video to find out.

Jonathan Hunsley steps up for the ‘Techniques in Two’ challenge. Can he explain SIPOC before the time runs out?

Fraser Morris takes the ‘Techniques in Two’ challenge, telling us all about Document Analysis in under two minutes.

In this ‘Techniques in Two’ video short, Pete Thompson explains the ins and outs of Scenarios Analysis.

In our very first ‘Techniques in Two’ challenge, Debra Paul explains the origins of POPIT™ in under two minutes.