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Uploaded byMichelle Hogan
Cx model 050714
This document outlines Humana's design thinking process which includes idea generation, designing experiments to test ideas, and adopting successful solutions. It discusses engagement and execution mechanisms such as innovation sprints, journey mapping, business model canvassing, and rapid prototyping. The design thinking process aims to gain deep customer empathy through discovery tools and structured interviews to rapidly test ideas with customers and gather validated learnings to launch products and services. Principles of the process include making decisions based on facts, experimenting quickly with customers, and breaking from bureaucracy.
Cx model 050714
- 1. Idea Inspire Design Experiment Adopt What is? What if?WhatWows? What Works? What gives? Humana Design Thinking
- 2. Idea Inspire Design Experiment Adopt What is? What if?WhatWows? What Works? What gives? Engagement Mechanisms Execution Mechanisms Tool Kit: Innovation Sprint Journey Map (Jennifer) Business Model Canvas Discover Tool Rapid Prototyping Story Boards Structured Empathy Interviews Observation Emotion Victory Circle FOG Designing for Growth (What is…) Design Brief Project Plan 90-day plan Gantt Chart (Timeline) Strategic Roadmap SIPOC Priority Matrix (Brenda) Stakeholder Analysis Brainstorming Affinity Diagram Fishbone Interrelationship Digraph Rapid Improvement Communication Plan Journey Line Visioning Process GE CAAP/Workout Current / Future Reality DACI Project ROI / Financials 2x2, x/y matrix Drivers of Loyalty Empathy Map Vision, Hypo thesis, Leap of Faith Assumption To gain validated customer learnings Minimum Viable Product Pivot or Preserve Adopt & Go (People, Process , Platform) Principles: • Agree first on Decisions, Drivers, Approve r, Contributors, and Informed • Make Decisions based on facts • Gain Deep Customer Empathy • Go Broad to Go Narrow • Experiment Rapidly with Customers • 1-2 Pizza Teams • Go uncomfortably narrow • Break from buearacracy
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- 4. Consumer Experience VisionInnovation (What is, What if, What Wows, What works) Business Model Canvas Discovery Tool Rapid Experiment with With Customers Validated Customer Learnings Launch LearnTune Humana Design Thinking Lean Start Up Execution Mechanisms Engagement Mechanisms Tool Kit HRB Model
- 5. Consumer Experience VisionInnovation (What is, What if, What Wows, What works) Business Model Canvas Discovery Tool Rapid Experiment with With Customers Validated Customer Learnings Launch LearnTune Humana Design Thinking Lean Start Up Execution Mechanisms Engagement Mechanisms Tool Kit
- 6. • Draft Roleof CX Consultant Roles: • Humana Consumer/Employer Conscious • Provide Strategic Consulting to drive great customer experience outcomes and business growth • Build consumer experience organizational capabilities