Casual chats with friendly designers A way to stay connected with the design community, over the crazy few years we’ve had. Check out more CX happy hour conversations online. Medium — Linked in — Instagram CX happy hour is an idea born out of lockdown, as a way to stay in touch with those you know and connect with […]
How might we design modular network products and services, so that we can deliver a more connected and cohesive customer experience? Using “what’s on your radar” activity to guide interactive customer and partner interviews. The purpose was to explore key business outcomes, capabilities and enablers required to resolve mid-market and enterprise customer pains and achieve […]
How might we unlock enterprise customer research, so that all of our valuable insights are more readily available across the organisation? A big spreadsheet, a standardised tagging system, a power BI dashboard, a set of re-usable & shareable tools and templates. All came about through a range of workshops, a series of testing, feedback, ctrl+z’s […]
How might we equip our frontline teams to make the right decisions at the right time, so that vulnerable customers are better supported? A series of workshops to delve into the complex and varied needs of customers in vulnerable circumstances. While frontline and project teams took immediate action, senior leadership teams explored situation, meaning and […]
How might we set our team members up for success, so that they are equipped to launch into new missions? A refresh and realignment on design principles and frameworks. Reviewing 15 different journey episode templates down to one, CARE. Creating the design playbook for the chapter and preparing takeaway toolkits and running in-house training sessions […]
While I like to be organised, I thrive off ambiguity. I love a big blank page to start exploring complex problems. I need to hear peoples stories first hand, to understand their needs, to see how things work, to learn about what is great, as well as what is completely useless. When I’m in my […]
How might we better understand our customers needs and expectations, so that we can maintain and grow engagement throughout the life of the service? A research and prototyping exercise to identify how to better deliver value to an existing customer base. Working alongside the project team, contact centre and retail staff. A deep dive into […]
How might we embed design thinking across our organisation, so that customer and staff experience is at the focus of everything we do… It was an absolute privilege to roll out design thinking master-classes to over 100 participants across our global team. The training program was delivered over 10 classes, in 2 formats, in person […]
How might we enhance our systems to reduce the time to deliver to customers and ensure we get things right the first time… Lead service design engagement across 5 core IT delivery streams to connect to a single sales platform integrated with 10+ background systems to work seamlessly & effectively in real-time. Conducted 40+ user […]
Lizzie Bott 