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Experience Design


Designing with authenticity

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Experience Design


Designing with authenticity

Designing for Experience 

the experience execution loop

Organisations increasingly compete for talent and customers on the basis of their brand, what it stands for, what impact it makes on the world and its forward momentum. Soon the most successful will also be the most impactful as customers and staff vote with their feet. Experience architecture addresses the promise gaps between brand, employees and customers, helping organisations to deliver on their promises authentically and transparently.

 
 

BRAND EXPERIENCE DESIGN

Formulating a Brand Promise that aligns with core values and value discipline, understanding current brand experience gaps, and identifying product and service concepts, marketing, and engagement strategies

CUSTOMER EXPERIENCE DESIGN

Describing the intended desired customer experience, understanding current customer experience gaps and identifying service concepts to enable the desired experience and fix the gaps

EMPLOYEE EXPERIENCE DESIGN

An internal look at the desired environment and experience for employees, understanding current employee experience gaps and identifying internal services, work practices or capabilities needed to fix these

 
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Business Design


Designing the business to deliver the experience architecture

Business Design


Designing the business to deliver the experience architecture

Business Design

BUSINESS DESIGN AT AN ENTERPRISE-SCALE

This design capability enables an organisation to determine the most appropriate business model and mix of services to deliver an Experience Architecture, and deliver on the organisation’s goals and aspirations in a way that sustainably achieves both value for customer and value for the organisation.

 

BuSINESS MODEL DESIGN

Designing and prototyping the required business model needed to deliver the desired brand, customer and employee experiences by considering market segments, service portfolio, key business capability (both cost and revenue generating), the business performance model, supply chain and business policies or principles.

SERVICE PORTFOLIO DESIGN

Designing a portfolio of complementary services that addresses customer endeavours over the customer lifecycle, identifying the core business capabilities needed to deliver these services and assessing current state maturity.

DIGITAL STRATEGY

Designing the digital components of the service portfolio and the complete capability needed to manage these services, understanding the gaps between current and target state, and articulating the roadmap to deliver the desired customer experience.

SERVICE DESIGN

Designing and prototyping individual service choreographies and resolving these to a high-fidelity service design blueprint to guide and steer implementation.

 
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Capability Design


Designing the people, process, information and technology portfolios needed to realise the business

Capability Design


Designing the people, process, information and technology portfolios needed to realise the business

Capability Design

evolve to support strategy

This design capability aims to determine the organisation of resources (people, process, information and technologies) needed to realise a desired business model and the portfolio of services.  By understanding gaps in capability maturity, data quality, and technology business fit, key strategic risks are identified and a roadmap for implementation and transformation is specified.

ORGANISATIONAL DESIGN

Understanding the current business capability and maturity, identifying future state capabilities needed to deliver the desired service portfolio. We identify operating model, role, skill set, and functional architectures, formulating the roadmap needed to realise customer services, employee experience and organisational goals and ambition.

PROCESS PORTFOLIO STRATEGY

Understanding the current process portfolio, the demands of the target state services and experience architecture, then assessing process maturity, identifying new processes or opportunities for improvement and formulating the roadmap to transform the portfolio.

INFORMATION ASSET PORTFOLIO STRATEGY

Identifying those information assets that are key to business decision making and customer experience, understanding the quality of data, data security requirements and suitability of the communication platform compared with the requirements of the target state, and then formulating the roadmap to improve and align the portfolio.

APPLICATION AND TECHNOLOgY PORTFOLIO STRATEGY

Understanding which applications and technologies are critical to the business, assessing these in terms of business and technology fit, then documenting the roadmap and change program needed to manage these portfolios to align with business strategy, priorities and customer experience.

IT STRATEGY

Designing the IT organisation needed to support the organisation in achieving its goals and ambition. Understanding current capability and maturity across people, process, information and technology, identifying the gap between current and target state, and then formulating the roadmap needed to realise the transformed IT organisation.

CLOUD STRATEGY

Designing the cloud environment and capability needed to enable the organisation achieve its business goals and delivery of services by understanding current data, application and technology portfolios, cloud service management capability maturity, and governance, then identifying the gaps between current and target state cloud services and capabilities, and documenting the roadmap to successfully transition and deploy strategy

INTEROPERABILITY STRATEGY

Understanding the interoperability and integration requirements across the organisational silos and across people, process, information and technology, designing the target state, understanding the gaps and formulating the roadmap to achieve true interoperability.

PRACTICE UPLIFT (ES, IM, INFO SEC)

Crystalising the practice objectives, agreeing stakeholders, required service portfolio and customer experience, understanding the capability and maturity needed to deliver these, identifying the gaps and formulating the roadmap and communication strategy needed to achieve the desired uplift.