SlideShare a Scribd company logo
Customer Driven
Digital Transformation
@chudders
88% of companies report
they are undergoing
digital transformation
ALTIMETER GROUP
@chudders
84% of companies fail
at transformation
FORBES
@chudders
@chudders
A good
understanding
of your
customer
Best chances of
transformation
success
=
cxpartners is an experience design
consultancy that transforms the
organisations it works with through
a deep understanding of people.
@chudders
@chudders
What is digital
transformation?
@chudders
@chudders
It depends who you ask!
@chudders
Digital transformation is profound
change in business activities,
processes, competencies, and models
to fully leverage customers at every
touchpoint in the customer experience.
BIZNOLOGY.COM
@chudders
Digital transformation
is not new
@chudders credit : amazon.com
@chudders
eLearning
Why do companies fail
to transform?
@chudders
70% of transformation
programmes fail
McKINSEY & COMPANY
84% of companies fail
at transformation
FORBES
2/3 of digital transformation 

projects fail
CONSULTANCY.UK
9/10 digital transformation
projects will fail
DIGITALJOURNAL.COM
@chudders
Lack of strategy &
direction
@chudders
@chudders
WHY
HOW
WHAT
All the great inspirational
leaders in the world think, act
and communicate in exactly the
same way, they communicate
from the inside out…
What is your why?!
WHY : Your cause, purpose or belief
‘How great leaders inspire action’ - 34,726,228 views
‘The Golden Circle’ by Simon Sinek
Change fatigue
@chudders
Cultural inertia 

to change
@chudders
Transformation treated
as a short term project
@chudders
@chudders
How can your
customers help shape
your transformation?
@chudders
The five domains of digital transformation
COMPETITIONCUSTOMERS VALUE DATA INNOVATION
Harness customer networks and reinvent the path
to purchase in line with their real behaviours.
Customers have never
been stronger
influencers
@chudders
@chudders
Understand your customer
Make useful things that actually
solve their problems
So you can
Here’s a really complicated strategy
@chudders
We believe that if we do X
then Y will happen.
So what is the minimum
we need to do to find out?
No one really knows what
is going to happen.
Hypothesis
Learning Learning
MVP/ experimental approach
Requirements
Requirement led approach
Your customers can help you to experiment
@chudders
20,000
Additional site
visitors per month
80%
cases solved to date
¤1.8m
compensation
claims to date
cxpartners have done wonderful
work that has touched the core
of the company
HEAD OF UX
@chudders
Here’s an idea
…6 steps to customer driven digital transformation
@chudders
WHY
HOW
WHAT
1. Decide on your mission and purpose
2. Map out the user experience
An experience map shows your customers’ experience with
your company from end-to-end. It highlights pain points
and opportunities for improvement. It compares your
offering against your competitors. It provides a framework of
customer insight from which to drive innovative and
performance-enhancing change.
How ? Speak to people !
The only people who can help you to develop leading
products and services are those who experience them.
@chudders
Where is the journey
broken for customers?
What are people trying to
do?
How to people’s emotions
change along the journey?
Where are the competition
beating us?
Where are the key
moments in the journey?
3. Identify the key problem areas to fix
Where are our business
processes broken?
BETA 1.0 2.0
Online photo
management and
sharing
Share, organise and
express yourself
through photos
A brand for visual
expression and
exploration
NEW
FEATURES
Upload
Store
View
Tag
Share
Contacts
Interestingness
Organiser
Geo-tagging
Order prints
Blog integration
Mobile app
Events
Travel groups
Local
Free accounts
Premium accounts
Printing
Advertising
Partnerships
Licensing fees
Granular
Focus
Clear
Scope
Can be
spec’d
In-
flexible
Wider
Focus
Can be
story-
boarded
Loose
Scope
Some
Flexibility
Flexible
High Level
Broad Scope
User
needs
can be
described
NOW NEXT FUTURE
4. Create roadmap to prioritise work & guide transformation
With a clear view of customer needs, you can start to build a
roadmap that helps to answer questions such as:
What delivers value to customers, value to the business and
fits with the technical and operational capability?
How do you move services from ‘set the direction’ to ‘build
capability’ to ‘deliver at scale’?
5. Transform ‘little and often’
We believe that if we do X
then Y will happen.
So what is the minimum
we need to do to find out?
Hypothesis
No one really knows what
is going to happen.
Learning
via
customer
research
Learning
via
customer
research
@chudders
6. Adopt an experimental mindset and make stuff quickly!
@chudders
41 2 3
Discover Alpha Beta Live
Learn about user and
business needs and
understand
constraints.
Prototyping an early
solution with a small
group of users.
Build a version of the
service that can be
tested with a wider
group of users.
Iterating on the live
service based on
further testing and
data.
Build the right thing Build the thing right
Thank you !
@chudders

More Related Content

What's hot

Digital transformation
Digital transformationDigital transformation
Digital transformation
Anushya D
 
Digital Transformation Frameworks
Digital Transformation FrameworksDigital Transformation Frameworks
Digital Transformation Frameworks
Operational Excellence Consulting
 
Change! Digital Transformation
Change! Digital Transformation Change! Digital Transformation
Change! Digital Transformation
Vincent lee
 
What's Digital Transformation?
What's Digital Transformation?What's Digital Transformation?
What's Digital Transformation?
Hải Phạm
 
Workshop digital transformation strategy digital road-map training
Workshop digital transformation strategy digital road-map trainingWorkshop digital transformation strategy digital road-map training
Workshop digital transformation strategy digital road-map training
Miodrag Kostic, CMC
 
Digital Transformation Templates.ppt
Digital Transformation Templates.pptDigital Transformation Templates.ppt
Digital Transformation Templates.ppt
Olusegun Mosugu
 
What's Next: Digital Transformation
What's Next: Digital TransformationWhat's Next: Digital Transformation
What's Next: Digital Transformation
Ogilvy Consulting
 
[Slides] Digital Transformation, with Brian Solis
[Slides] Digital Transformation, with Brian Solis[Slides] Digital Transformation, with Brian Solis
[Slides] Digital Transformation, with Brian Solis
Altimeter, a Prophet Company
 
A Framework for Digital Business Transformation
A Framework for Digital Business TransformationA Framework for Digital Business Transformation
A Framework for Digital Business Transformation
Cognizant
 
Digital transformation Online guide to expert analyses and digital strategy d...
Digital transformation Online guide to expert analyses and digital strategy d...Digital transformation Online guide to expert analyses and digital strategy d...
Digital transformation Online guide to expert analyses and digital strategy d...
Miodrag Kostic, CMC
 
Digital Transformation: What it is and how to get there
Digital Transformation: What it is and how to get thereDigital Transformation: What it is and how to get there
Digital Transformation: What it is and how to get there
Econsultancy
 
70+ Digital Transformation Statistics
70+ Digital Transformation Statistics 70+ Digital Transformation Statistics
70+ Digital Transformation Statistics
SantokuPartners
 
Digital Transformation
Digital Transformation Digital Transformation
Digital Transformation
Patrick Van Renterghem
 
Digital transformation
Digital transformationDigital transformation
Digital transformation
Ahmar Hasan
 
Digital Transformation
Digital TransformationDigital Transformation
Digital Transformation
Evgeny Tsarkov
 
Digital Transformation : Buzzword or Real Transformation
Digital Transformation : Buzzword or Real TransformationDigital Transformation : Buzzword or Real Transformation
Digital Transformation : Buzzword or Real Transformation
Matthew W. Bowers
 
Digital Transformation
Digital TransformationDigital Transformation
Digital Transformation
SupportGCI
 
Digital Transformation Strategy & Framework | By ex-McKinsey
Digital Transformation Strategy & Framework | By ex-McKinseyDigital Transformation Strategy & Framework | By ex-McKinsey
Digital Transformation Strategy & Framework | By ex-McKinsey
Aurelien Domont, MBA
 
Digital Transformation Strategy Template and Training
Digital Transformation Strategy Template and TrainingDigital Transformation Strategy Template and Training
Digital Transformation Strategy Template and Training
Aurelien Domont, MBA
 
Digital transformation sweet spot: Business operations
Digital transformation sweet spot: Business operationsDigital transformation sweet spot: Business operations
Digital transformation sweet spot: Business operations
Marcel Santilli
 

What's hot (20)

Digital transformation
Digital transformationDigital transformation
Digital transformation
 
Digital Transformation Frameworks
Digital Transformation FrameworksDigital Transformation Frameworks
Digital Transformation Frameworks
 
Change! Digital Transformation
Change! Digital Transformation Change! Digital Transformation
Change! Digital Transformation
 
What's Digital Transformation?
What's Digital Transformation?What's Digital Transformation?
What's Digital Transformation?
 
Workshop digital transformation strategy digital road-map training
Workshop digital transformation strategy digital road-map trainingWorkshop digital transformation strategy digital road-map training
Workshop digital transformation strategy digital road-map training
 
Digital Transformation Templates.ppt
Digital Transformation Templates.pptDigital Transformation Templates.ppt
Digital Transformation Templates.ppt
 
What's Next: Digital Transformation
What's Next: Digital TransformationWhat's Next: Digital Transformation
What's Next: Digital Transformation
 
[Slides] Digital Transformation, with Brian Solis
[Slides] Digital Transformation, with Brian Solis[Slides] Digital Transformation, with Brian Solis
[Slides] Digital Transformation, with Brian Solis
 
A Framework for Digital Business Transformation
A Framework for Digital Business TransformationA Framework for Digital Business Transformation
A Framework for Digital Business Transformation
 
Digital transformation Online guide to expert analyses and digital strategy d...
Digital transformation Online guide to expert analyses and digital strategy d...Digital transformation Online guide to expert analyses and digital strategy d...
Digital transformation Online guide to expert analyses and digital strategy d...
 
Digital Transformation: What it is and how to get there
Digital Transformation: What it is and how to get thereDigital Transformation: What it is and how to get there
Digital Transformation: What it is and how to get there
 
70+ Digital Transformation Statistics
70+ Digital Transformation Statistics 70+ Digital Transformation Statistics
70+ Digital Transformation Statistics
 
Digital Transformation
Digital Transformation Digital Transformation
Digital Transformation
 
Digital transformation
Digital transformationDigital transformation
Digital transformation
 
Digital Transformation
Digital TransformationDigital Transformation
Digital Transformation
 
Digital Transformation : Buzzword or Real Transformation
Digital Transformation : Buzzword or Real TransformationDigital Transformation : Buzzword or Real Transformation
Digital Transformation : Buzzword or Real Transformation
 
Digital Transformation
Digital TransformationDigital Transformation
Digital Transformation
 
Digital Transformation Strategy & Framework | By ex-McKinsey
Digital Transformation Strategy & Framework | By ex-McKinseyDigital Transformation Strategy & Framework | By ex-McKinsey
Digital Transformation Strategy & Framework | By ex-McKinsey
 
Digital Transformation Strategy Template and Training
Digital Transformation Strategy Template and TrainingDigital Transformation Strategy Template and Training
Digital Transformation Strategy Template and Training
 
Digital transformation sweet spot: Business operations
Digital transformation sweet spot: Business operationsDigital transformation sweet spot: Business operations
Digital transformation sweet spot: Business operations
 

Similar to Customer Driven Digital Transformation

Microsoft Digital Advisory Services
Microsoft Digital Advisory ServicesMicrosoft Digital Advisory Services
Microsoft Digital Advisory Services
Maria Fonsell
 
Perspectives 2013 online version
Perspectives 2013 online versionPerspectives 2013 online version
Perspectives 2013 online version
katrinas1983
 
How to Win with Digital
How to Win with DigitalHow to Win with Digital
How to Win with Digital
Cognizant
 
Perspectives 2013
Perspectives 2013Perspectives 2013
Demystifying UX, CX and Digital Transformation
Demystifying UX, CX and Digital TransformationDemystifying UX, CX and Digital Transformation
Demystifying UX, CX and Digital Transformation
Melissa Wilfley
 
Navigating the journey ahead
Navigating the journey aheadNavigating the journey ahead
Navigating the journey ahead
Ben Sutton
 
The Digital Customer Experience: Why the Future of the Communications Industr...
The Digital Customer Experience: Why the Future of the Communications Industr...The Digital Customer Experience: Why the Future of the Communications Industr...
The Digital Customer Experience: Why the Future of the Communications Industr...
Brian Solis
 
Client Experience for Professional Services - Keynote
Client Experience for Professional Services - KeynoteClient Experience for Professional Services - Keynote
Client Experience for Professional Services - Keynote
CX Pilots
 
Does Your Online Experiences Meet Your Customer Expectations
Does Your Online Experiences Meet Your Customer ExpectationsDoes Your Online Experiences Meet Your Customer Expectations
Does Your Online Experiences Meet Your Customer Expectations
indeuppal
 
Digital Transformation and the Marketing Professional
Digital Transformation and the Marketing ProfessionalDigital Transformation and the Marketing Professional
Digital Transformation and the Marketing Professional
Matthew W. Bowers
 
Top-line Thoughts on Creating a Digital Organisation
Top-line Thoughts on Creating a Digital Organisation  Top-line Thoughts on Creating a Digital Organisation
Top-line Thoughts on Creating a Digital Organisation
Bolaji Okusaga
 
Steps to success in Digital Transformation | Digital transformation key compo...
Steps to success in Digital Transformation | Digital transformation key compo...Steps to success in Digital Transformation | Digital transformation key compo...
Steps to success in Digital Transformation | Digital transformation key compo...
hakuna matata solutions
 
iiiQbets company profile
iiiQbets company profileiiiQbets company profile
iiiQbets company profile
BhagyaV2
 
Lean Service Creation and Innovation Culture
Lean Service Creation and Innovation CultureLean Service Creation and Innovation Culture
Lean Service Creation and Innovation Culture
Risto Sarvas
 
CWIN17 telford did we transform - alex smith bingham
CWIN17 telford did we transform - alex smith binghamCWIN17 telford did we transform - alex smith bingham
CWIN17 telford did we transform - alex smith bingham
Capgemini
 
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...
Brian Solis
 
Maturity Model For Internet Marketing Strategy
Maturity Model For Internet Marketing StrategyMaturity Model For Internet Marketing Strategy
Maturity Model For Internet Marketing Strategy
Michael Galo
 
What's Next: Customer Experience & Brand Growth
What's Next: Customer Experience & Brand GrowthWhat's Next: Customer Experience & Brand Growth
What's Next: Customer Experience & Brand Growth
Ogilvy Consulting
 
The Service Design Handbook | BBH Stockholm
The Service Design Handbook | BBH Stockholm  The Service Design Handbook | BBH Stockholm
The Service Design Handbook | BBH Stockholm
Alexander Niléhn
 
Intersection18: Levelling up Innovation - Nadja Peltomaki and Johannes Stock
Intersection18: Levelling up Innovation - Nadja Peltomaki and Johannes StockIntersection18: Levelling up Innovation - Nadja Peltomaki and Johannes Stock
Intersection18: Levelling up Innovation - Nadja Peltomaki and Johannes Stock
Intersection Conference
 

Similar to Customer Driven Digital Transformation (20)

Microsoft Digital Advisory Services
Microsoft Digital Advisory ServicesMicrosoft Digital Advisory Services
Microsoft Digital Advisory Services
 
Perspectives 2013 online version
Perspectives 2013 online versionPerspectives 2013 online version
Perspectives 2013 online version
 
How to Win with Digital
How to Win with DigitalHow to Win with Digital
How to Win with Digital
 
Perspectives 2013
Perspectives 2013Perspectives 2013
Perspectives 2013
 
Demystifying UX, CX and Digital Transformation
Demystifying UX, CX and Digital TransformationDemystifying UX, CX and Digital Transformation
Demystifying UX, CX and Digital Transformation
 
Navigating the journey ahead
Navigating the journey aheadNavigating the journey ahead
Navigating the journey ahead
 
The Digital Customer Experience: Why the Future of the Communications Industr...
The Digital Customer Experience: Why the Future of the Communications Industr...The Digital Customer Experience: Why the Future of the Communications Industr...
The Digital Customer Experience: Why the Future of the Communications Industr...
 
Client Experience for Professional Services - Keynote
Client Experience for Professional Services - KeynoteClient Experience for Professional Services - Keynote
Client Experience for Professional Services - Keynote
 
Does Your Online Experiences Meet Your Customer Expectations
Does Your Online Experiences Meet Your Customer ExpectationsDoes Your Online Experiences Meet Your Customer Expectations
Does Your Online Experiences Meet Your Customer Expectations
 
Digital Transformation and the Marketing Professional
Digital Transformation and the Marketing ProfessionalDigital Transformation and the Marketing Professional
Digital Transformation and the Marketing Professional
 
Top-line Thoughts on Creating a Digital Organisation
Top-line Thoughts on Creating a Digital Organisation  Top-line Thoughts on Creating a Digital Organisation
Top-line Thoughts on Creating a Digital Organisation
 
Steps to success in Digital Transformation | Digital transformation key compo...
Steps to success in Digital Transformation | Digital transformation key compo...Steps to success in Digital Transformation | Digital transformation key compo...
Steps to success in Digital Transformation | Digital transformation key compo...
 
iiiQbets company profile
iiiQbets company profileiiiQbets company profile
iiiQbets company profile
 
Lean Service Creation and Innovation Culture
Lean Service Creation and Innovation CultureLean Service Creation and Innovation Culture
Lean Service Creation and Innovation Culture
 
CWIN17 telford did we transform - alex smith bingham
CWIN17 telford did we transform - alex smith binghamCWIN17 telford did we transform - alex smith bingham
CWIN17 telford did we transform - alex smith bingham
 
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...
The Rise of Digital Darwinism and the Real-world Business Drivers for Digital...
 
Maturity Model For Internet Marketing Strategy
Maturity Model For Internet Marketing StrategyMaturity Model For Internet Marketing Strategy
Maturity Model For Internet Marketing Strategy
 
What's Next: Customer Experience & Brand Growth
What's Next: Customer Experience & Brand GrowthWhat's Next: Customer Experience & Brand Growth
What's Next: Customer Experience & Brand Growth
 
The Service Design Handbook | BBH Stockholm
The Service Design Handbook | BBH Stockholm  The Service Design Handbook | BBH Stockholm
The Service Design Handbook | BBH Stockholm
 
Intersection18: Levelling up Innovation - Nadja Peltomaki and Johannes Stock
Intersection18: Levelling up Innovation - Nadja Peltomaki and Johannes StockIntersection18: Levelling up Innovation - Nadja Peltomaki and Johannes Stock
Intersection18: Levelling up Innovation - Nadja Peltomaki and Johannes Stock
 

More from cxpartners

Chi briding the relevance gap
Chi briding the relevance gapChi briding the relevance gap
Chi briding the relevance gap
cxpartners
 
Putting people at the centre of design at the samaritans
Putting people at the centre of design at the samaritansPutting people at the centre of design at the samaritans
Putting people at the centre of design at the samaritans
cxpartners
 
cxpartners customer centricity
cxpartners customer centricitycxpartners customer centricity
cxpartners customer centricity
cxpartners
 
Designing Without Compromise
Designing Without CompromiseDesigning Without Compromise
Designing Without Compromise
cxpartners
 
Practical Steps in Determining Your Product Vision (Product Tank Bristol - Oc...
Practical Steps in Determining Your Product Vision (Product Tank Bristol - Oc...Practical Steps in Determining Your Product Vision (Product Tank Bristol - Oc...
Practical Steps in Determining Your Product Vision (Product Tank Bristol - Oc...
cxpartners
 
How to do the work you want to do - AKA neglect selling skills at your peril!...
How to do the work you want to do - AKA neglect selling skills at your peril!...How to do the work you want to do - AKA neglect selling skills at your peril!...
How to do the work you want to do - AKA neglect selling skills at your peril!...
cxpartners
 
UX vs Artificial Intelligence
UX vs Artificial IntelligenceUX vs Artificial Intelligence
UX vs Artificial Intelligence
cxpartners
 
Research analysis: getting more from your data
Research analysis: getting more from your dataResearch analysis: getting more from your data
Research analysis: getting more from your data
cxpartners
 
Transforming Care in Bristol
Transforming Care in BristolTransforming Care in Bristol
Transforming Care in Bristol
cxpartners
 
Interaction designers vs algorithms
Interaction designers vs algorithmsInteraction designers vs algorithms
Interaction designers vs algorithms
cxpartners
 
Beyond the touch screen - better accessibility for mobile apps
Beyond the touch screen - better accessibility for mobile appsBeyond the touch screen - better accessibility for mobile apps
Beyond the touch screen - better accessibility for mobile apps
cxpartners
 
Co design (NUX4)
Co design (NUX4)Co design (NUX4)
Co design (NUX4)
cxpartners
 
How to ask a question
How to ask a questionHow to ask a question
How to ask a question
cxpartners
 
UX Leadership
UX LeadershipUX Leadership
UX Leadership
cxpartners
 
Photo ux nux 061014
Photo ux nux 061014Photo ux nux 061014
Photo ux nux 061014
cxpartners
 
Photo content strategy (James Chudley, cxpartners)
Photo content strategy (James Chudley, cxpartners)Photo content strategy (James Chudley, cxpartners)
Photo content strategy (James Chudley, cxpartners)
cxpartners
 
Psychology and the Perfect Design by @mrjoe
Psychology and the Perfect Design by @mrjoePsychology and the Perfect Design by @mrjoe
Psychology and the Perfect Design by @mrjoe
cxpartners
 
How Rapid Feedback improves the design process (Luke Jones, cxpartners)
How Rapid Feedback improves the design process (Luke Jones, cxpartners)How Rapid Feedback improves the design process (Luke Jones, cxpartners)
How Rapid Feedback improves the design process (Luke Jones, cxpartners)
cxpartners
 
How to build a failsafe mobile usability testing set up
How to build a failsafe mobile usability testing set upHow to build a failsafe mobile usability testing set up
How to build a failsafe mobile usability testing set up
cxpartners
 
Exploring the user experience through ethnography (Anna Wilkie, cxpartners)
Exploring the user experience through ethnography (Anna Wilkie, cxpartners)Exploring the user experience through ethnography (Anna Wilkie, cxpartners)
Exploring the user experience through ethnography (Anna Wilkie, cxpartners)
cxpartners
 

More from cxpartners (20)

Chi briding the relevance gap
Chi briding the relevance gapChi briding the relevance gap
Chi briding the relevance gap
 
Putting people at the centre of design at the samaritans
Putting people at the centre of design at the samaritansPutting people at the centre of design at the samaritans
Putting people at the centre of design at the samaritans
 
cxpartners customer centricity
cxpartners customer centricitycxpartners customer centricity
cxpartners customer centricity
 
Designing Without Compromise
Designing Without CompromiseDesigning Without Compromise
Designing Without Compromise
 
Practical Steps in Determining Your Product Vision (Product Tank Bristol - Oc...
Practical Steps in Determining Your Product Vision (Product Tank Bristol - Oc...Practical Steps in Determining Your Product Vision (Product Tank Bristol - Oc...
Practical Steps in Determining Your Product Vision (Product Tank Bristol - Oc...
 
How to do the work you want to do - AKA neglect selling skills at your peril!...
How to do the work you want to do - AKA neglect selling skills at your peril!...How to do the work you want to do - AKA neglect selling skills at your peril!...
How to do the work you want to do - AKA neglect selling skills at your peril!...
 
UX vs Artificial Intelligence
UX vs Artificial IntelligenceUX vs Artificial Intelligence
UX vs Artificial Intelligence
 
Research analysis: getting more from your data
Research analysis: getting more from your dataResearch analysis: getting more from your data
Research analysis: getting more from your data
 
Transforming Care in Bristol
Transforming Care in BristolTransforming Care in Bristol
Transforming Care in Bristol
 
Interaction designers vs algorithms
Interaction designers vs algorithmsInteraction designers vs algorithms
Interaction designers vs algorithms
 
Beyond the touch screen - better accessibility for mobile apps
Beyond the touch screen - better accessibility for mobile appsBeyond the touch screen - better accessibility for mobile apps
Beyond the touch screen - better accessibility for mobile apps
 
Co design (NUX4)
Co design (NUX4)Co design (NUX4)
Co design (NUX4)
 
How to ask a question
How to ask a questionHow to ask a question
How to ask a question
 
UX Leadership
UX LeadershipUX Leadership
UX Leadership
 
Photo ux nux 061014
Photo ux nux 061014Photo ux nux 061014
Photo ux nux 061014
 
Photo content strategy (James Chudley, cxpartners)
Photo content strategy (James Chudley, cxpartners)Photo content strategy (James Chudley, cxpartners)
Photo content strategy (James Chudley, cxpartners)
 
Psychology and the Perfect Design by @mrjoe
Psychology and the Perfect Design by @mrjoePsychology and the Perfect Design by @mrjoe
Psychology and the Perfect Design by @mrjoe
 
How Rapid Feedback improves the design process (Luke Jones, cxpartners)
How Rapid Feedback improves the design process (Luke Jones, cxpartners)How Rapid Feedback improves the design process (Luke Jones, cxpartners)
How Rapid Feedback improves the design process (Luke Jones, cxpartners)
 
How to build a failsafe mobile usability testing set up
How to build a failsafe mobile usability testing set upHow to build a failsafe mobile usability testing set up
How to build a failsafe mobile usability testing set up
 
Exploring the user experience through ethnography (Anna Wilkie, cxpartners)
Exploring the user experience through ethnography (Anna Wilkie, cxpartners)Exploring the user experience through ethnography (Anna Wilkie, cxpartners)
Exploring the user experience through ethnography (Anna Wilkie, cxpartners)
 

Recently uploaded

Plastic Molding Infographic - RPWORLD.pdf
Plastic Molding Infographic - RPWORLD.pdfPlastic Molding Infographic - RPWORLD.pdf
Plastic Molding Infographic - RPWORLD.pdf
RPWORLD Manufacturing
 
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
stgq9v39
 
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
yqyquge
 
Practical eLearning Makeovers for Everyone
Practical eLearning Makeovers for EveryonePractical eLearning Makeovers for Everyone
Practical eLearning Makeovers for Everyone
Bianca Woods
 
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
zv943dhb
 
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
p74xokfq
 
International Upcycling Research Network advisory board meeting 4
International Upcycling Research Network advisory board meeting 4International Upcycling Research Network advisory board meeting 4
International Upcycling Research Network advisory board meeting 4
Kyungeun Sung
 
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
k7nm6tk
 
一比一原版(UC毕业证书)堪培拉大学毕业证如何办理
一比一原版(UC毕业证书)堪培拉大学毕业证如何办理一比一原版(UC毕业证书)堪培拉大学毕业证如何办理
一比一原版(UC毕业证书)堪培拉大学毕业证如何办理
wkip62b
 
ADESGN3S_Case-Study-Municipal-Health-Center.pdf
ADESGN3S_Case-Study-Municipal-Health-Center.pdfADESGN3S_Case-Study-Municipal-Health-Center.pdf
ADESGN3S_Case-Study-Municipal-Health-Center.pdf
GregMichaelTapawan
 
一比一原版澳洲查理斯特大学毕业证(CSU学位证)如何办理
一比一原版澳洲查理斯特大学毕业证(CSU学位证)如何办理一比一原版澳洲查理斯特大学毕业证(CSU学位证)如何办理
一比一原版澳洲查理斯特大学毕业证(CSU学位证)如何办理
qa8dk1wm
 
modular-kitchen home plan civil engineering.pdf
modular-kitchen home plan civil engineering.pdfmodular-kitchen home plan civil engineering.pdf
modular-kitchen home plan civil engineering.pdf
RashmitaSwain3
 
一比一原版(UofM毕业证)美国密歇根大学毕业证如何办理
一比一原版(UofM毕业证)美国密歇根大学毕业证如何办理一比一原版(UofM毕业证)美国密歇根大学毕业证如何办理
一比一原版(UofM毕业证)美国密歇根大学毕业证如何办理
yk5hdsnr
 
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
k4krdgxx
 
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
bz42w9z0
 
一比一原版马来西亚世纪大学毕业证成绩单一模一样
一比一原版马来西亚世纪大学毕业证成绩单一模一样一比一原版马来西亚世纪大学毕业证成绩单一模一样
一比一原版马来西亚世纪大学毕业证成绩单一模一样
k4krdgxx
 
原版制作(MDIS毕业证书)新加坡管理发展学院毕业证学位证一模一样
原版制作(MDIS毕业证书)新加坡管理发展学院毕业证学位证一模一样原版制作(MDIS毕业证书)新加坡管理发展学院毕业证学位证一模一样
原版制作(MDIS毕业证书)新加坡管理发展学院毕业证学位证一模一样
hw2xf1m
 
一比一原版(CSU毕业证书)查尔斯特大学毕业证如何办理
一比一原版(CSU毕业证书)查尔斯特大学毕业证如何办理一比一原版(CSU毕业证书)查尔斯特大学毕业证如何办理
一比一原版(CSU毕业证书)查尔斯特大学毕业证如何办理
67n7f53
 
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHINHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NishantRathi18
 
NHL Stenden University of Applied Sciences Diploma Degree Transcript
NHL Stenden University of Applied Sciences Diploma Degree TranscriptNHL Stenden University of Applied Sciences Diploma Degree Transcript
NHL Stenden University of Applied Sciences Diploma Degree Transcript
lhtvqoag
 

Recently uploaded (20)

Plastic Molding Infographic - RPWORLD.pdf
Plastic Molding Infographic - RPWORLD.pdfPlastic Molding Infographic - RPWORLD.pdf
Plastic Molding Infographic - RPWORLD.pdf
 
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
 
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
 
Practical eLearning Makeovers for Everyone
Practical eLearning Makeovers for EveryonePractical eLearning Makeovers for Everyone
Practical eLearning Makeovers for Everyone
 
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
一比一原版(UoB毕业证)英国伯明翰大学毕业证如何办理
 
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
 
International Upcycling Research Network advisory board meeting 4
International Upcycling Research Network advisory board meeting 4International Upcycling Research Network advisory board meeting 4
International Upcycling Research Network advisory board meeting 4
 
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
 
一比一原版(UC毕业证书)堪培拉大学毕业证如何办理
一比一原版(UC毕业证书)堪培拉大学毕业证如何办理一比一原版(UC毕业证书)堪培拉大学毕业证如何办理
一比一原版(UC毕业证书)堪培拉大学毕业证如何办理
 
ADESGN3S_Case-Study-Municipal-Health-Center.pdf
ADESGN3S_Case-Study-Municipal-Health-Center.pdfADESGN3S_Case-Study-Municipal-Health-Center.pdf
ADESGN3S_Case-Study-Municipal-Health-Center.pdf
 
一比一原版澳洲查理斯特大学毕业证(CSU学位证)如何办理
一比一原版澳洲查理斯特大学毕业证(CSU学位证)如何办理一比一原版澳洲查理斯特大学毕业证(CSU学位证)如何办理
一比一原版澳洲查理斯特大学毕业证(CSU学位证)如何办理
 
modular-kitchen home plan civil engineering.pdf
modular-kitchen home plan civil engineering.pdfmodular-kitchen home plan civil engineering.pdf
modular-kitchen home plan civil engineering.pdf
 
一比一原版(UofM毕业证)美国密歇根大学毕业证如何办理
一比一原版(UofM毕业证)美国密歇根大学毕业证如何办理一比一原版(UofM毕业证)美国密歇根大学毕业证如何办理
一比一原版(UofM毕业证)美国密歇根大学毕业证如何办理
 
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
 
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
一比一原版澳洲科廷科技大学毕业证(Curtin毕业证)如何办理
 
一比一原版马来西亚世纪大学毕业证成绩单一模一样
一比一原版马来西亚世纪大学毕业证成绩单一模一样一比一原版马来西亚世纪大学毕业证成绩单一模一样
一比一原版马来西亚世纪大学毕业证成绩单一模一样
 
原版制作(MDIS毕业证书)新加坡管理发展学院毕业证学位证一模一样
原版制作(MDIS毕业证书)新加坡管理发展学院毕业证学位证一模一样原版制作(MDIS毕业证书)新加坡管理发展学院毕业证学位证一模一样
原版制作(MDIS毕业证书)新加坡管理发展学院毕业证学位证一模一样
 
一比一原版(CSU毕业证书)查尔斯特大学毕业证如何办理
一比一原版(CSU毕业证书)查尔斯特大学毕业证如何办理一比一原版(CSU毕业证书)查尔斯特大学毕业证如何办理
一比一原版(CSU毕业证书)查尔斯特大学毕业证如何办理
 
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHINHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
 
NHL Stenden University of Applied Sciences Diploma Degree Transcript
NHL Stenden University of Applied Sciences Diploma Degree TranscriptNHL Stenden University of Applied Sciences Diploma Degree Transcript
NHL Stenden University of Applied Sciences Diploma Degree Transcript
 

Customer Driven Digital Transformation

  • 2. 88% of companies report they are undergoing digital transformation ALTIMETER GROUP @chudders
  • 3. 84% of companies fail at transformation FORBES @chudders
  • 4. @chudders A good understanding of your customer Best chances of transformation success =
  • 5. cxpartners is an experience design consultancy that transforms the organisations it works with through a deep understanding of people. @chudders
  • 9. @chudders Digital transformation is profound change in business activities, processes, competencies, and models to fully leverage customers at every touchpoint in the customer experience. BIZNOLOGY.COM
  • 11. @chudders credit : amazon.com
  • 13. Why do companies fail to transform? @chudders
  • 14. 70% of transformation programmes fail McKINSEY & COMPANY 84% of companies fail at transformation FORBES 2/3 of digital transformation 
 projects fail CONSULTANCY.UK 9/10 digital transformation projects will fail DIGITALJOURNAL.COM @chudders
  • 15. Lack of strategy & direction @chudders
  • 16. @chudders WHY HOW WHAT All the great inspirational leaders in the world think, act and communicate in exactly the same way, they communicate from the inside out… What is your why?! WHY : Your cause, purpose or belief ‘How great leaders inspire action’ - 34,726,228 views ‘The Golden Circle’ by Simon Sinek
  • 18. Cultural inertia 
 to change @chudders
  • 19. Transformation treated as a short term project @chudders
  • 20. @chudders How can your customers help shape your transformation?
  • 21. @chudders The five domains of digital transformation COMPETITIONCUSTOMERS VALUE DATA INNOVATION Harness customer networks and reinvent the path to purchase in line with their real behaviours.
  • 22. Customers have never been stronger influencers @chudders
  • 23. @chudders Understand your customer Make useful things that actually solve their problems So you can Here’s a really complicated strategy
  • 24. @chudders We believe that if we do X then Y will happen. So what is the minimum we need to do to find out? No one really knows what is going to happen. Hypothesis Learning Learning MVP/ experimental approach Requirements Requirement led approach Your customers can help you to experiment
  • 25. @chudders 20,000 Additional site visitors per month 80% cases solved to date ¤1.8m compensation claims to date cxpartners have done wonderful work that has touched the core of the company HEAD OF UX
  • 26. @chudders Here’s an idea …6 steps to customer driven digital transformation
  • 27. @chudders WHY HOW WHAT 1. Decide on your mission and purpose
  • 28. 2. Map out the user experience An experience map shows your customers’ experience with your company from end-to-end. It highlights pain points and opportunities for improvement. It compares your offering against your competitors. It provides a framework of customer insight from which to drive innovative and performance-enhancing change.
  • 29. How ? Speak to people ! The only people who can help you to develop leading products and services are those who experience them.
  • 30. @chudders Where is the journey broken for customers? What are people trying to do? How to people’s emotions change along the journey? Where are the competition beating us? Where are the key moments in the journey? 3. Identify the key problem areas to fix Where are our business processes broken?
  • 31. BETA 1.0 2.0 Online photo management and sharing Share, organise and express yourself through photos A brand for visual expression and exploration NEW FEATURES Upload Store View Tag Share Contacts Interestingness Organiser Geo-tagging Order prints Blog integration Mobile app Events Travel groups Local Free accounts Premium accounts Printing Advertising Partnerships Licensing fees Granular Focus Clear Scope Can be spec’d In- flexible Wider Focus Can be story- boarded Loose Scope Some Flexibility Flexible High Level Broad Scope User needs can be described NOW NEXT FUTURE 4. Create roadmap to prioritise work & guide transformation With a clear view of customer needs, you can start to build a roadmap that helps to answer questions such as: What delivers value to customers, value to the business and fits with the technical and operational capability? How do you move services from ‘set the direction’ to ‘build capability’ to ‘deliver at scale’?
  • 32. 5. Transform ‘little and often’ We believe that if we do X then Y will happen. So what is the minimum we need to do to find out? Hypothesis No one really knows what is going to happen. Learning via customer research Learning via customer research @chudders
  • 33. 6. Adopt an experimental mindset and make stuff quickly! @chudders 41 2 3 Discover Alpha Beta Live Learn about user and business needs and understand constraints. Prototyping an early solution with a small group of users. Build a version of the service that can be tested with a wider group of users. Iterating on the live service based on further testing and data. Build the right thing Build the thing right