Date post: | 21-Oct-2014 |
Category: |
Design |
View: | 515 times |
Download: | 3 times |
Rethinking customer designDesign metrics that do it….
Harriet Wakelam
The story so farLondon, Melbourne, London…
Curiosity
Frame great questions
Transformation
Collaboration
You have …
INNOVATION AND JAMS
An active innovation program, teams that create a strong pipeline of ideas, regular jams that result in prototypes that excite….
CUSTOMER LABS
A customer centric aim, a customer design lab – expensive, sexy, a place where the cool people hang… A place starting to develop ideas, and where occasionally despite process you actually bring customers…
DIGITAL STRATEGY
You use the word omni-channel a lot – and aim for cross device functionality – you are starting to create experiences that work well across some channels…
MARKETING
Your marketing team is evolving, they produce and query data, they manage your social networking, they provide data about customers…
The challengeSo why …
ARE START UPS STILL BEATING
BANKS AT INNOVATION
HAVE WE NOT ROCKED THE
WORLD
DO INNOVATIONS OFTEN NOT MAKE
IT TO BAU
HAVE WE FAILED TO REDEFINE
ADVICE
ARE THE IDEAS WE COME UP WITH
BORING
What if …
IT WAS ABOUT MORE THAN BANKING?
SIMULATION
PLAY
REAL PEOPLE
1‘Stage’ or context
2Resources
3Creativity
Experiment, collaborateAs innovation should be…
What is a connected store?
RETAIL EVOLUTION LABS
WITH AOPEN
Beyond bets - knowing what will happen
ITERATE and stress test
products quickly based on market
conditions
BUSINESS SIMULATION
AGILE INFRASTRUCTURE
DATADEMOCRACY
TEST EARLY at scale without affecting BAU
NEW DATA STRATEGIES that empower
and add value to the business
ServicesFraming real questions
SIMULATION PROTOTYPING ITERATION
THE LAB IS DESIGNED TO SIMULATE EXPERIENCE IN CONTEXT AND
MOVE BEYOND PRODUCT DESIGN INTO THE DESIGN AND DELIVERY
OF COMMERCIALLY SUCCESSFUL CUSTOMER EXPERIENCES
Tangible experienceUnderstanding behaviour, colliding ideas
POSITIVE
Beyond bias, real customers in context using your products securely. An understanding not just of devices but of the interplay between devices.
DIFFERENT
Allow a feed of curiosity from the business. It is cheap enough to test ideas regularly. It fits on the back of a truck and acts like a social trigger..
Ideas collideNetworks create wealth
Our top priorities
Listen, learn and measure from day one
Using real customers, real contexts creates real answers
Be human, empathetic and brave
Create a challenge pile of questions
Build value exchanges
Questions democratise data and generate ideas
Harriet WakelamPrincipal CX StrategistCapco
+61 413 631 662 (mobile)[email protected]@gmail.com
@hwakelam@capco_finservhttp://www.linkedin.com/in/hwakelam