Today’s business customers expect significantly superior experiences: swift, seamless, personalized, and as engaging as the experiences they enjoy as consumers at home. Two customer-centric methodologies can give organizations a fresh approach to service design, driving better customer experiences and more sustainable business outcomes: Design Thinking and Prime Value Chain analysis. Apply Design Thinking to discover and describe internal customer needs. Apply Prime Value Chain analysis to identify solutions to the business issues that impact customer needs. Learn more: http://www.accenture.com/oldmethods

1. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Old methods = old results:
Use Design Thinking and Prime Value Chain analysis
to simplify experiences and drive outcomes

2. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Today’s business customers expect
significantly superior experiences:
swift, seamless, personalized, and
as engaging as the experiences
they enjoy as consumers at home.

3. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
TWO
customer-centric methodologiescan give
organizations a fresh approach to service
design, driving better customer experiences
and more sustainable business outcomes:
Design Thinking
Prime Value Chain analysis
and

4. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Apply Design Thinking to discover and
describe internal customer needs.
Remember that listening to the customer’s voice is only half
the story. You also need to leverage analytics to gain deep
insight into what could delight your customers next.
Apply Prime Value Chain analysis to identify
solutions to the business issues that impact
customer needs.
The key is to balance business performance (profitability) with
customer demands (satisfaction).

5. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Three key principles can guide the way to creating truly integrated
internal service offerings, designed from the outside in with user
experience at the core:
One experience for many is no
longer good enough.
Today’s organizations must comprehend and cater
to an overwhelming number of individual
customer experiences — a big ask when 76% of
process and improvement efforts are still
described as “one time” or “individual KPIs.”
1

6. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Thinking like a customer is the
name of the game.
Customers won’t hang around if their enabling
functions can’t deliver the services they seek.
They’ll find on their own from an expanding array
of alternative providers.
2
Creating integrated internal service offerings,
centered on user experience:

7. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
New methods = new value.
Leading organizations have used Design Thinking
to gain insight into customer needs, and Prime
Value Chain analysis to design better solutions.
Together, both promise to help enabling functions
satisfy rapidly rising customer expectations— and
create new value for the business as a whole.
3
Creating integrated internal service offerings,
centered on user experience:

8. LEARN MORE
about how to improve customer experiences
with our full report:
Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
Old methods = old results:
Use Design Thinking and Prime Value Chain
analysis to drive new experiences and outcomes