Build a bridge between customer expectation and business fulfillment, creating inclusive organizations that create efficient ways to operate new experiences.
The most impactful part of experience design — and the most-often neglected — is engineering operations that drive better customer journeys and measurable impact.
Businesses must first understand the purpose of their services, and then craft offerings to meet customer needs. You create value for customers and businesses, however, by determining the impact of change and designing processes that are unified, efficient and smart. You can then maximize automation and create reusable ways of working that streamline operations across experiences.
Business agility is the most important result of these principles. Service design built to treat outlying events as ordinary events help businesses be more resilient and ready for any disruption. By adhering to these principles and instilling them in your culture, your organization can ensure that it will endure.