Pega Express delivery approach

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.

Pega Express™ is an agile approach that uses design thinking practices to capture the customer journey and quickly deliver a Minimum Loveable Product (MLP) release. With Pega Express, you break the customer journey into smaller pieces, called Microjourneys™, which drive the organization to achieve a specific goal. An MLP release is a value-added solution that addresses a business need or pain point and is a quick deliverable. The MLP release delivers a lovable solution that end users eagerly adopt.

Pega Express focuses on delivering one goal at a time rather than developing the entire customer journey at the start. To define an MLP release, you focus on three core elements, or pillars, of a great application: (1) Microjourneys, (2) personas and channels, and (3) data and interfaces.

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 updated in the company's records.

Personas determine who interacts with the application. Personas align the application user's specific needs with the desired business outcomes. Channels determine how a persona interacts 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 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. However, in a subsequent release, the interface might change to another system where customer data is persisted. Using Pega Express, you capture data objects with their appropriate interfaces and align them to the appropriate MLP release.

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.