The X Factor in CX · 2016-09-19 · Customer Journey Mapping 2015 - timeline DISCOVER RECRUIT...
Transcript of The X Factor in CX · 2016-09-19 · Customer Journey Mapping 2015 - timeline DISCOVER RECRUIT...
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13/09/2016 1The X Factor in CX
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Why is Customer Experience Important?
World class organisations do
not just compete on price,
services, products, technology,
or features. They compete on
experience.
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Human Centred Design
Experiences
Interactions
Touchpoints
Processes
Systems
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Human Centred Design
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Principles
• Be open minded
• Defer judgement
• Be human centred
• Speak the truth in love
• Love uncertainty
• Build on ideas
• Think it, say it, post it
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Customer Journey Mapping 2015 - timeline
DISCOVER
RECRUIT
RESEARCH
ANALYSE
30-50 students
Journey map & experience matrix
Week 1 Week 2 Week 3 Week 4 Week 7
Review research
50 interviews
WALL WALKS OFFERED TO ALL STAFF
Week 5 Week 6
RECOMMENDATIONS
Week 8
Co-design with customers
Week 9 onwards
PROTOTYPE/TESTING/
IMPLEMENTATION
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Discovery
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Discovery
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Interviews
• 35 phone and
face-face 1
hour
interviews
with students
• 15+ guerrilla
interviews
with students
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Wall Walks
• Nothing was hidden
• 30 minute wall
walks offered twice
daily to all staff
• Team wall walks
followed by a
workshop were
popular
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Analysis
• Sharing
student
stories
• Common
themes
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Our students said . . .
•It’s about me – not your business
•This is an investment in my whole life – take me seriously
•If you offer me something do it well
•Don’t mass produce – my needs are unique
•Show me that you’re listening
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The Customer Journey Map
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Co-Design
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Rotokauri Hub in progress
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What we learnt
• A team who are passionate and focused can achieve a huge amount of work in a short time
• Sharing all insights via wall walks is a powerful way to gain cross organisation momentum
• Co-design changes the atmosphere
• Co-design prototyping and testing is a great way to ensure desirable solutions for all users
• We love post its
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What would we do differently
• Offer more wall walks when cross organisational interest is at peak
• Be more agile – so staff can juggle some project sprint work and their normal workload
• Co-design a whole lot more
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What’s next?
We doing it all again . . .
• Understanding the value of education to students, employers and staff
• Designing a better way to get real time customer insights
• Co-designing more experiences
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Any questions?
Any questions after today – feel free to contact me
Debbie Preston
Customer Experience Project Lead
Waikato Institute of Technology
0211611643