To undertake such a significant transition under clear strategic objectives, we recommended Leading By Example. This approach embeds people with the right skills to tackle immediate priorities and make sure the work gets done properly. Taking our Experience Design approach, our people worked within the client’s Customer Experience (CX) team to define ways of working, by validating user journeys through usability testing, shaping and contributing to the design system which allowed them to create rapid prototypes faster to validate and increase the delivery of product increments.
Experience Design is all about building user and customer feedback at the heart of the product development process. It’s also about building the right product for the customer and building it right.
The business didn’t have time to recruit and retrain its internal teams fast enough to meet the needs of the program. Using Leading By Example, they had experts instantly available to start improving the design and delivery aspects of the product development lifecycle alongside their internal team. Our teams used the UX findings and recommendations from user research and usability testing to inform feature design and shape the product strategy. This has allowed the business to validate customer journeys and identify pain points that have previously caused them problems to then address.
Through experienced practitioners contributing to the use of a design system, we were able to demonstrate how to establish new working practices, better utilize data and highlight the importance of user feedback to ensure they built the right thing.
Our product designers and UX researchers worked with the product owners and delivery teams to highlight and shape the changes within specific customer journeys. This meant then being able to create new functionality to address specific pain points or missed opportunities.