When we’re working with a new client, we’re often met by a mountain of CX goals – and then by budget and time constraints that make it impossible to implement all of them.
Maybe this sounds all too familiar to you; it’s a common scenario for anyone in the CX field. Here’s a simple method that helps us bring clarity into the prioritization process: the Now-Next-Later framework. It’s a four-step system that helps us and our clients figure out what needs to be done now, what should be done next, and what can wait until later. All you’ll need is a spreadsheet, Word document, or a piece of paper and a pen.
The 4-Step Now-Next-Later Framework
Step 1: Rate for Customer Importance
List your CX goals, initiatives, planned features, etc. Then, add a column and assign each list item a number that shows how important or impactful that change will be to the customer.
- Low (These changes aren’t that important to the customer or won’t greatly impact their experience.) = 1 point
- Medium (Customers are interested in these changes, but the changes don’t align with business goals. Or these changes will have an impact, but they are more complicated or time/resource-intensive.) = 2 points
- High (Customers want these changes, and/or the changes will have a high impact on their experience and our business.) = 3 points
Step 2: Rate for Business Importance
Add another column and rate each item according to how important it is to your business outcomes.
- Low (These changes are nice to have, but they’re not solving an important business problem right now.) = 1 point
- Medium (These changes support business goals, but they’re more expensive and complicated. Or these changes are important to our brand, but they’re not addressing our most pressing needs.) = 2 points
- High (These changes are easy and fast to implement and/or they’re solving a critical business issue.) = 3 points
Step 3: Estimate Effort and Resource Requirements
Finally, add a third column and give each item a number reflecting the effort and resources it will require. Think about the time, humanpower, budget, and organizational support you’ll need to accomplish it. Also, consider the complexity of the project; something with a lot of steps or moving parts will be more resource intensive and thus score lower than a simpler initiative.
Important: This scoring system – where more costly or complex projects have a lower score – may seem counterintuitive. It’s also the inverse of the earlier two columns. But remember, you’re prioritizing these ideas on how easy it will be to accomplish. In terms of ease of completion, simple and low-resource initiatives score higher.
- Costly (These changes are complicated, difficult, require lots of resources, or will take a lot of time) = 1 point
- Moderate (These changes have some complexity or difficulty and will take some time to implement) = 2 points
- Low (These changes are quick, relatively inexpensive, and require fewer resources) = 3 points
Step 4: Add It Up
Add up the score for each item and sort by total points. Items with the highest scores are Now items: they should go to the top of your list of priorities. Mid-range items are Next: They are important, but they can be handled after Now items. Everything else is Later: Things that can be revisited in your next round of improvements.
We recommend revisiting priorities every six months or so. This will allow you to stay on top of emerging priorities and work on implementing longer-term projects.
Getting Help with the Now-Next-Later Framework
Are you having trouble figuring out the support and resources required for some of your CX initiatives? Why not start a conversation with team or department leaders in those areas?
This can help you understand their priorities and how CX can support them – which means you’ll have more support on those initiatives.
Here are some ways you can get input from other business areas:
- Ask other team leaders for a meeting to discuss their priorities. Or, keep it casual and chat over lunch or a coffee.
- Invite people from other departments to your prioritization sessions.
- Share your prioritization list and ask them to comment on items relevant to their role or department.
If you’re struggling with prioritizing your CX goals, reach out to CX by Design for a free 30-minute consultation. We’ll be happy to help you chart a path forward!
Download your free Now-Next-Later template.
Just enter your email address and we’ll send you your free copy.
