CUSTOMER EXPERIENCE STRATEGY AND IMPLEMENTING DESIGN TOOLKIT 

An Innovative Solution

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.

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.

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.