"Customer-centric design is the process of designing products or services based on the wants, needs, and challenges of customers."

1. Customer-Centric
Design
September 18, 2018

2. Customer-Centric Design
2
What is
customer-centric
design?

3. 3
“I find out what the
world needs, then
I proceed to invent it.”
LIGHTBULB INVENTOR
THOMAS EDISON

4. Customer-Centric Design
4
Customer-centric design
is the process of designing
products or services based
on the wants, needs, and
challenges of customers.

5. Customer-Centricity
5
Customer
Centricity
Customer-Centric
Leadership
Continuous
Feedback
Understand the
Customer
Metrics that
Matter
Design the
Experience
Empower the
Frontline

6. 6
“As a leader, I want
to be an agent
for the customer.”
FORMER TELSTRA CEO
DAVID THODEY

7. Customer-Centric Leadership
7
Customer-centricity is a
strategy that’s based on
putting customer first, and
at the center of everything
you do - including leadership.

8. 8
“The single most important
this is to focus obsessively
on the customer.”
AMAZON CEO
JEFF BEZOS

9. Understand the Customer
9
Knowing your customer
means more than analyzing
data - it means getting out
there and working directly
with the people you serve.

10. 10
“You’ve gotta start with the
customer experience and work
backwards to the technology.”
APPLE FOUNDER
STEVE JOBS

11. Design the Experience
11
Customer-centricity is more
than customer service - it’s
offering a great experience
from awareness through
purchase and post-purchase.

12. 12
“Good service comes
naturally from satisfied
employees who embrace
the company culture.”
ZAPPOS CEO
TONY HSIEH

13. Empower the Frontline
13
Customer-centric employees
support positive customer
experiences before and after
purchase that drive repeat business,
customer loyalty and profits.

14. 14
“If the metrics you are
looking at aren’t useful in
optimizing your strategy -
stop looking at them.”
MARK TWAIN
WRITER

15. Metrics that Matter
15
Organizations must invest
in their culture and employee
experience - and measure
accordingly - if they are serious
being customer-centric.

16. 16
“Design means working
with your users all
throughout the project.”
DESIGNER
DON NORMAN

17. Continuous Feedback
17
Inviting customers and
people at every level
of the organization to
provide input creates a
continuous feedback loop.

18. Customer-Centric Design
18
6 Simple Ways
to be More
Customer-Centric

19. Customer-Centric Leadership
19
1. Get close and listen
to the customer

20. Understand the Customer
20
2. Get close and really
listen to the customer

21. Design the Experience
21
3. Make evidence-based
decisions

22. Empower the Frontline
22
4. Prioritize people and
give them what they need

23. Metrics that Matter
23
5. Make sure your metrics
match your goals

24. Continuous Feedback
24
6. Communicate openly
and welcome feedback

25. 6 Simple Ways to be More Customer-Centric
25
1. Get close and listen to the customer
2. Get close and really listen to the customer
3. Make evidence-based decisions
4. Prioritize people and give them what they
need
5. Make sure your metrics match your goals
6. Communicate openly and welcome feedback

26. Contacts:
New York
September 18, 2018
Chirryl-Lee Ryan
Head of Studio, NYC
chirryl-lee.ryan@idean.com