In this step, the mapping, planning and definition of metrics for deliveries with the Canva and H.E.A.R.T framework were carried out, as can be seen in the images below.

Data

• 17 participants (product, business, team, service agents);
• 6 actionables (CSD matrix, user journey, prototypes, usability testing, canva, H.E.A.R.T).

Next steps

• Go up to production and monitor bug reports;
• Features refinement;
• Attendance of cases with monthly shadowing;
• Tracking HEART metrics such as CSAT, heat map and funnel tracking.