COVID-19 disrupted nearly every industry in some way, retail in particular. It forced businesses to rethink how they both design and deliver meaningful experiences in a now radically new environment. In this session, Microsoft Store’s Benson Chan shares their story of digital experience transformation, lessons learned in launching new service experiences, and how to lead the resulting organizational transformation in unprecedented times.
What’s the state of Product Design today? And how will it continue to change into 2021? From accelerating digital transformation to taking action on customer feedback, product design leaders must adapt to succeed.
Research is an academic, specialized discipline that largely operated in the shadows. Over the last few years there has been an explosion of interest in the discipline, which means that many researchers now need to educate, inform and influence non-specialists. Jonathan will talk about some of the challenges, the approaches that his team have tried (with success or not!) and provide some foundational tools that can help business folks and design researchers collaborate more effectively.
All team members are capable of Design Thinking, but many business environments have taught us to fear failure and embrace perfection. There are several exercises that teams can integrate and build on over time to flex their Design Thinking muscles. Hear about some of those exercises and how I have witnessed teams evolve to treat problems like golden eggs rather than points of failure.
While your organization at large may understand that service designers often utilize blueprinting as a tool, few truly recognize what those blueprints can and should accomplish. Attaching and tracking meaningful, human-centered metrics to each step of the journey can help to frame those benefits of service design relative to both the organization’s business goals and to the customer’s experience.
Pre-COVID, Cox Communications was designing a technical support tool for junior field technicians. Post-COVID, this service experience was pivoted to a customer-facing technical support tool. Moreover, the team charged with design and delivery of this service experience post-COVID was suddenly remote. Hear from Michael Allenberg, Cox Communications Lead Service Designer, as he details the evolution of this service experience alongside the team’s design process to produce said experience.