Post on 07-Aug-2015
@timothyloo @digishoreditch
Organisational Behaviour 1 We can all visualise what it’s like to be a customer dealing with us today
@timothyloo @digishoreditch
Use tools which quickly & memorably communicate the functional and emotional customer experience
@timothyloo @digishoreditch
Organisational Behaviour 2 We know & regularly communicate what good experience looks like
4 Design Principle: Our expertise on tap
§ “When I need advice or technical help I know where to go” § “I can always access the right information when I need it”
Experience design principles
“I’ve got options for how I want to place my order. It’s the same whether I do this online or on the phone.” 1
Future customer stories
“I like that I can quickly place an order for the products I frequently buy. Everything I need to know about the products is at my fingertips.” 2
“It’s really clear to me what products are available and when I’m realistically going to get them.” 3
Future customer stories
@timothyloo @digishoreditch
Experience design principles and customer stories help colleagues understand & describe what good looks like
@timothyloo @digishoreditch
Organisational Behaviour 3 We physically get together to make hard decisions & trade-offs to deliver the right experience
@timothyloo @digishoreditch
Face to face collaboration is key to building empathy with customers and with colleagues
@timothyloo @digishoreditch
Organisational Behaviour 4 We measure & report on things which are meaningful for us and the customer
@timothyloo @digishoreditch
We need to help make stakeholders care about customer outcomes through the numbers
@timothyloo @digishoreditch
Change thinking
Change behaviours
Make stakeholders collaborate and share customer perspective
Create empathy with colleagues and customers
@timothyloo @digishoreditch
Some of us will need to take a central role in
affecting cultural change