This document discusses maximizing the total experience for customers and consumers through a product-centric approach. It argues that digital transformation requires focusing on the total experience, including the mobile, user, customer, and employee experiences. The document recommends transitioning to a digital, product-centric delivery model organized around cross-functional product lines. This shifts the organization from decentralized and centralized IT models to one driven by business outcomes. Finally, it suggests that high tech, high touch approaches can drive human-to-human experiences.

1. Total Product
Experience Vs
Total Consumer
Experience
Harsha Vardhan

2. “Because the future
doesn’t just happen,
We create it” -
Hannan Fry
2

3. Introduction
Harsha Vardhan
VP Software Engineering
Optum Global Advantage, India
of software design
and development
My engineering experience:
Worked across diversified culture
• India
• North America
• Latin America
• Ireland and
• The Philippines
I enjoy:
• Attending/contributing to Industry forums
• Execution/POC/POV
22 years
My interests:
• Badminton, Driving
What else I do:
• Let’s do it - progress Vs perfection !
Myself
• Practicing software engineer
• Studied Mathematics and Computer Science
• Prior work experience at Tata Consultancy Services (TCS), Ford Technologies,
R1 RCM
• An avid contributor to Agile and DevOps communities in India
• Speaker at some of the leading agile conferences such as Agile NCR, Agile
Network India, Agile Mumbai, Agile Gurugram, Lean Kanban India
• Married and have two daughters
3

4. Agenda
Customer Vs Consumer
2 Total Experience
3 Product centric delivery
4 Economic Value
5 H2H > B2B + B2C
1
4

5. Know your consumer !
5

6. How can we maximize Experience ?
6

7. How can we maximize Experience ?
Participation
Engagement
Satisfaction
Loyalty
Advocacy
Interaction
7

8. Participation
Engagement
Satisfaction
Loyalty
Advocacy
Customer
Experience
Employee
Experience
Interaction
8

9. Participation
Engagement
Satisfaction
Loyalty
Advocacy
Customer
Experience
Employee
Experience
Interaction
87% of customer-facing
employees sincerely want
to create a superior
experience for customers
57% of employees do not
believe their company is
enabling them to do so in
the most effective way
9

10. Participation
Interaction
Advocacy
Loyalty
Engagement
Satisfaction
Customer
Experience
Employee
Experience
Employee
UX
Customer
UX
MX
MX
Total Experience (TX)
10

11. Digital Transformation Requires TX
MX
MX
MX
MX missing
UX
UX
UX missing
UX
CX
CX missing
CX
CX
EX missing
EX
EX
EX
MX UX CX EX Transformation
Poor Implementation
Poor Adoption
Poor Alignment
Poor Enablement
=
=
=
=
=
11

12. Transition to Digital/Product centric organization
12

13. Shift to Digital Product-Centric Delivery
Business
Unit A
Business
Unit A
Business
Unit B
Decentralized IT Centralized IT
Plan Plan
Plan
Infrastructure
Operations (Run)
Build Build
Run
Build
Business
Unit B
Business
Unit C
Business
Unit B
Business
Unit A
Business Outcome-Driven IT
(Cross-Functional IT Product Lines)
Delivering the Composable Enterprise
Product
Line 3
Product
Line 2
Product
Line 1
Plan Plan Plan
Build Build Build
Run Run Run
Digital Platforms (data, tooling, integration, APIs)
Modernized Shared Applications and Infrastructure
13

14. Shift to Digital Product-Centric Delivery
Business
Unit A
Business
Unit A
Business
Unit B
Decentralized IT Centralized IT
Plan Plan
Plan
Infrastructure
Operations (Run)
Build Build
Run
Build
Business
Unit B
Business
Unit C
Business
Unit B
Business
Unit A
Business Outcome-Driven IT
(Cross-Functional IT Product Lines)
Delivering the Composable Enterprise
Product
Line 3
Product
Line 2
Product
Line 1
Plan Plan Plan
Build Build Build
Run Run Run
Digital Platforms (data, tooling, integration, APIs)
Modernized Shared Applications and Infrastructure
UX
CX
EX
MX
14

15. So what ?
15

16. 16

17. High Tech , High Touch driving H2H
17

18. Thank you
18