Beyond technique and process
During this presentation, we will be exploring the role of customer experience in a project and how those involved in creating customer experiences can add value beyond providing design and research.
This talk isn’t about specific tools, techniques and methodologies but about taking others on the journey and ensuring they share ownership of the customer experience.
This will include how we can:
- understand and communicate the vision
- be aware of what else is happening around the organisation and where things may intersect
- consider the customer experience from the very start
- take the project team on the journey and share ownership of the customer experience with them
- include the wider organisation
- ensure that the customer experience is sustainable
Using examples from our involvement in creating a new customer experience for two of New Zealand’s most iconic brands, New Zealand Post and Kiwibank, we will talk about what worked for us (or didn’t) and what we learnt along the way.