UX STRAT Europe, Amsterdam, June PwC Framework for Digital Transformation. Wanja Rinke. PwC s Digital Services

Transcription

1 UX STRAT Europe, Amsterdam, June 2018 PwC Framework for Digital Transformation Wanja Rinke

2 Started as a Designer... 2

3 ...graduated in a double degree Program (MBA & MA) 3

4 ...became a consultant! 4

5 User Experience in Digital Transformation? How does that fit? 55

6 Value shifted from products to services... 6

7 Customers are not that loyal anymore... 7

8 ...that s why UX Design gains more importance 8

9 The agile and iterative path to digital business Digital Business Define Observe Ideation Prototype & Test MVP Sprints Understand d.quarks Lighthouse Projects Identify & Assess d.quarks PwC s PwC Digital DigitalServices Services Digital Transformation Roadmap 11

10 Project example How does that work? 12 12

11 Project example: Using Design Thinking to develop a digital product that is wanted by the customers. 13

12 Project example: Current distribution process of our client with a 3-stages distribution. Manufacturer Wholesaler Installer Customer

13 Project example: The new digital business idea changed the 3-stage distribution from a B2B to a B2C Business Model. Manufacturer Wholesaler Installer Customer 15 15

14 16

15 Technology-enabled Extending traditional offerings through digital services Digital Marketing & Sales Generating data 17

16 Transaction-oriented Internet of Things Automated transactions Usage-based service models pay-per-use 18

17 Customer Experience Digital customer profiles Personalized offerings Customer data driven business models Individualisiertes Nutzererlebnis 19

18 Solution-oriented Supporting personal goals E2E-solutions Integration of partners 20

19 Open Digital Digital Ecosystem Platform based business models Network for value creation 21

20 We map each identified business model to one of five archetypes to identify all required capabilities Open Digital Technologyenabled Digital extension to the product Transactionoriented From product to service (e.g. pay-per-use) Customer Experience Customer experience first (personalized and data driven) Solution-oriented A holistic approach to customer needs (E2E solutions) Generating value for the customer in an open ecosystem (platform business models) 22

21 46 fundamental digital capabilities are necessary to establish digital business models DIGITAL STRATEGY Digital Value Chain Value Design Value Creation Digital Trend Detection Digital Incubator Digital in R&D Digital Business Development Value Delivery Supply Chain Integration Supply Chain Intelligence Smart Logistics & Transport Digital Manufacturing Strategic Business Alignment Sales & Customer Analytics Digital Marketing Community Management Smart Commercial Model Smart Portfolio Lifecycle Customer Engagement Product & Service Exposure Omni-Channel API Management Value Enablers Technology Agile IT Digital Trust Culture Service-Oriented Technology Mgmt. Infrastructure Management Agile Collaboration Participation Data Lifecycle Big Data Digital Culture Development Mobile IoT Workplace Design HR Legal Strategic Workforce Individualized Dev. IP Management Planning & Coaching Personalized Digital IT & Media Contract Employment Employability Management Digital HR People Performance Privacy Compliance Operations Management Management Finance Enterprise Performance Digital Finance Operations Digital Costing Procurement Digitized Sourcing Digital Vendor Ecosystem Procurement Intelligence Social Cooperation 23

22 Four dimensions of a Capability: People & Skills Processes Organization Technology 24

23 More information in the book or

24 We developed d.quarks cards in order to quickly assess relevant capabilities 26

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26 Let s connect! Wanja Rinke

27 Thank you! Let s go out there and do epic UX 2016 PwC. All rights reserved. Not for further distribution without the permission of PwC. PwC refers to the network of member firms of PricewaterhouseCoopers International Limited (PwCIL), or, as the context requires, individual member firms of the PwC network. Each member firm is a separate legal entity and does not act as agent of PwCIL or any other member firm. PwCIL does not provide any services to clients. PwCIL is not responsible or liable for the acts or omissions of any of its member firms nor can it control the exercise of their professional judgment or bind them in any way. No member firm is responsible or liable for the acts or omissions of any other member firm nor can it control the exercise of another member firm s professional judgment or bind another member firm or PwCIL in any way. 29