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Lost that loving feeling. Richard Dalton, Head of Design, Capital One

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Why would a major Las Vegas hotel consistently have a room service waiting time of 1.5 hours? Why would a major airline consistently have delays that torment a well-known design and usability consultant based in Boston? Why would a major financial services company try and cross-sell a credit card when a customer is in the middle of the highway reporting a car accident?
What we've got here is a failure to communicate. Businesses are complex, with thousands of people, processes, business rules, systems, and products all impacting thousands of touchpoints that millions of customers interact with. If left unmanaged this complexity can be disastrous for the customer.
An organisation's biggest asset is its employees, the way they work, communicate, and collaborate. This system needs designing just as much, if not more so, than the customer-facing experiences we spend most of our time on. It's time we turned our talents inward and designed ourselves.
The concept of Enterprise Architecture has been around since the 80's. Management consultancies like Accenture have made it a staple offering and books have been written about it. Unfortunately, they're all wrong, or rather missing one key component.
In this example-filled, thought-provoking session the audience will be challenged to think about their organisations differently, introduced to the missing component, and given a framework and language for effecting a cultural change amongst their business and technology partners.

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Lost that loving feeling. Richard Dalton, Head of Design, Capital One

  1. 1. HOW ORGANIZATIONS LOST THAT LOVING FEELING Richard Dalton, Head of Design, Capital One richard.dalton@capitalone.com
  2. 2. UNINTENDED CONSEQUENCES
  3. 3. WEB, MOBILE, VOICE, EMAIL, MAIL … PROD DESIGN ENG CUST BUSINESS PROCESS, RULES, POLICY, HR, LEGAL, OPERATIONS …
  4. 4. ENTERPRISE ARCHITECTURE CX JOURNEY MANAGEMENT
  5. 5. 600 Orders / Second 310M Active Users $178B Net Revenue 80+ Combat Aircraft Simultaneous Launch & Recovery 4.5 Acre Flight Deck U.S. Navy photo by Mass Communication Specialist 2nd Class Lyle H. Wilkie III/Released. Public Domain. Cropped to fit. http://www.navy.mil/view_image.asp?id=157497 Photo still from video: Amazon’s Eighth Generation Fulfillment Center. http://phx.corporate-ir.net/phoenix.zhtml?c=176060&p=irol-images_videos
  6. 6. 600 Orders / Second 310M Active Users $178B Net Revenue 80+ Combat Aircraft Simultaneous Launch & Recovery 4.5 Acre Flight Deck Amazon KIVA Navy Ouija Board Photo: Sailors, making moves on the Ouija board. CC BY 2.0. Copyright © 2011. Cropped to fit. U.S. Navy photo by Mass Communication Specialist Seaman Justin E. Yarborough/Released. https://www.flickr.com/photos/usnavy/6057090202/ Photo: KIVA at Amazon. Cropped to fit. http://phx.corporate-ir.net/phoenix.zhtml?c=176060&p=irol-images_videos
  7. 7. Map Customer’s activities, thoughts, and goals through journeys Connect To touchpoints, and through them to business process, rules, projects, and products, etc.
  8. 8. PROD DESIGN ENG CUST HR BA LEGAL
  9. 9. UNINTENDED CONSEQUENCES
  10. 10. THANK YOU Richard Dalton, Head of Design, Capital One richard.dalton@capitalone.com

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