CUSTOMER EXPERIENCE STRATEGY AND IMPLEMENTING DESIGN TOOLKIT 

Challenge

• Agreed definition of what Customer Experience means for the organisation.

• Developed vision and aspiration regarding Customer Experience.

• Definition of five essential transformation topics and identified common pitfalls. 

• Outlined specifics of CX in the B2B context.

• Defined KPIs to measure customer experience progress.

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The Solution

• Clarified terminology and definition where Customer Experience might have direct and indirect impact.

• Defined overall Design Thinking progress (how does everything tie together).

• Detailed out all stages of the Design Thinking process, including description, templates and examples.

• Developed internal training sessions to educate business divisions.

• Initiated internal technical setup and roll-out of Design Thinking Toolkit.

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Impact

• Worked with seven different areas of the business (including marketing, R&D and Human Resources).

• Included education of teams around  Design Thinking in general as well as practical application of the toolkit.

• Output included research reports, detailed as-is and to-be ways of working, operating and applying Design Thinking mindset.