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Pega Express delivery approach

Pega Express methodology

Pega Platform™ applications drive and facilitate customer interactions. These interactions are referred to as customer journeys, which start when clients first hear about a product offering and continue to the point where they are no longer a customer.

The Pega Express methodology is an agile approach that uses design thinking practices to capture the customer journey and quickly deliver a Minimum Loveable Product (MLP) release. The Pega Express methodology breaks the customer journey into smaller pieces, called Microjourneys™, which drive the organization to achieve a specific goal. An MLP release is the simplest solution that can be delivered quickly, and that enables customers to accomplish one or more goals in their journey.

The methodology focuses on delivering one goal at a time rather than attempting to develop the entire customer journey at the start. To define an MLP release, the methodology focuses on three core elements of a great application: Microjourneys, personas and channels, and data and interfaces.

Three pillars of an application

 

Microjourneys

A Microjourney is a small part of the overall customer journey and focuses on accomplishing a specific goal. For example, a customer wants to change their address. This scenario is a Microjourney that starts with the customer's request and results in an outcome, where the customer address is changed in the company's records.

Personas and Channels

Personas determine who interacts with the application, and channels determine how these individuals interact with the application. For example, a persona is a customer or a company employee, and a channel is a web portal or a chatbot. An application can have multiple personas and multiple channels.

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Data and Interfaces

Data is the information that the Microjourney interacts with to accomplish the customer's goal, and the interface defines where the data comes from or where it is persisted. An application can interact with multiple types of data, and data can employ multiple interfaces.   

In the address change example, the customer's address is data, and the system in which the information resides is the interface. In the MLP release, this information might reside in Pega Platform as the system of record, but in a subsequent release, the interface might change to another system where customer data is persisted. The methodology recommends that you capture data objects with their appropriate interfaces and align them with the appropriate MLP release.

Microjourney configuration

You configure Microjourneys in the Case Designer of App Studio. 

In the following image, click the + icons to learn more about the Case Designer's three-pillar support.

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