Services
Service Design
Experiences should be designed to meet customer needs and business operations should effectively support that vision. Good services have seamless interactions across multiple touch points. This is hard to achieve as business get larger and more siloed, so teams need to be brought together to collaborate on solutions.
Customer Research
Really good products and services understand what motivates customers. They can predict customer behaviour and understand the type of emotional connection they need to create with their customers and employees. To get to this understanding, you need to do customer research. Research can come in all shapes and sizes and might include discovery interviews, concept testing or usability testing.
Customer Experience Strategy
A customer experience strategy should understand which customer segments to target and how to deliver them unique value. The strategy usually includes assets such as segments, personas, value propositions and customer journeys. More than that, a CX strategy should bring the customer to life through authentic storytelling so the organisation can empathise with their audience.
Workshops/Co-design
Collaboration can be key to ensuring a cohesive, inclusive design. I’m a seasoned facilitator, experienced in running workshops and co-design sessions with customers, employees and stakeholders from a variety of backgrounds.
Product Design
A good digital product has a clear CVP and associated design that meets customer needs. To develop a good product requires collaborative design, clear information architecture, page layouts and interaction design. Products should be tested at both the concept phase and usability phase to make sure its what people want but they can also use it.
Organisational Design
Good products and services have an organisation that is set up to deliver against the customer needs. Organisational design ensures the people, processes and systems that work in the organisation are set up to work together in order to deliver the customer experience.
