What is DX and Why Should I Care?

Transcription

1 What is DX and Why Should I Care? Meet today s presenter: Phyllis Drucker Senior Consultant, Linium Contributing Author, Support World Blogger, international speaker MSITSM Phyllis.drucker@Linium.com

2 Session Overview Exploring DX (aka the digital experience ) What does good DX require Your Opportunity for Great DX The Journey Mapping Kanban Mapping the Current State Creating Your Future State Wrap up and Roadmap Everything in business is DX! The roots of DX started with Reliance on digital channels: phones, web, social media Use of mobile devices provides location information and drives the need for immediacy Growth of the user experience on commercial web channels, driving a need for business to improve the experience Amazon Apple Google Disruptive Innovation!

3 Everything in business is DX! What type of car do you want, which is it? Is the car type clear here? Everything in business is DX! Which app(s) gives you the information and experience you want?

4 Everything in business is DX! Everything in business is DX! Even the Service Portal

5 Service Portal Innovation Your Opportunity for Great DX Service Portal Innovation: This?

6 Service Portal Innovation: or This? Create a Great DX Experience What Does Great DX Look Like? Great DX Relies on simplicity, consistence and ease of the experience Starts with the customer s expected journey (use case) Starts with the 3 Ds: Design your customer journey; make it consistent through all channels Deliver value constantly Develop capabilities needed to make it repeatable

7 Design Your Customer s Journey Getting Started: A Journey Mapping Kanban Create Initial Map Evaluate Explore Brainstorm Design New Experience Persona, Company Attributes, Key Trends Behavior Line On Stage Experience Attitudes & Emotions Back Stage Support Evaluate Attitudes Prioritize Focus Moment that Matters Determine Impact Readout We focused here, because Clarify Needs & Drivers Examine Capabilities (Roles & Processes) Journey mapping Kanban used courtesy of the Linium Digital Experience team Desired Transformation Build EX Design Canvas What is Kanban? A visual method for mapping how work is managed, used for process development, product planning and development (Agile). Brainstorm Innovation Reality Check Desirable Meaningful emotional Useable Feasible effortless Viable Useful functional Redesign Experience Build DX Hypothesis Design Your Customer s Journey DIMENSION 1: Business Services Acquired from the Business DIMENSION 2: Business Services Provided to the Business DIMENSION 3: Personal Services Acquired from the Business Step 1: Persona Mapping Chief Innovation Officer PERSONALITY Modern Personality Embraces The Digital Age Tech Savvy Demands Agility & Speed Low Patience Level High Impact on the Business Visual & Statistical SERVICE APPROACH Mobile / App Web Based Portal Self-Serve Kiosk Chat Walk Up Phone

8 Design Your Customer s Journey Journey 1: Onboard a new worker Journey 2: Obtain and roll out a new software package Journey 3: Get help for an Excel printing issue Step 2: Journey Mapping Chief Innovation Officer PERSONALITY Modern Personality Embraces The Digital Age Tech Savvy Demands Agility & Speed Low Patience Level High Impact on the Business Visual & Statistical SERVICE APPROACH Mobile / App Web Based Portal Self-Serve Kiosk Chat Walk Up Phone Design Your Customer s Journey Step 2: Journey Mapping CIO Experience On stage experience, behavior line No useful info found Call for information

9 Journey 1: Onboard a new worker Design Your Customer s Journey Step 2: Journey Mapping CIO Experience On stage experience, behavior line No useful info found Call for information This represents a typical portal experience: Map the current state Gather feedback from the persona Map a better future state Document requirements prototype adjust build Journey 1: Onboard a new worker Design Your Customer s Journey Step 3: Journey Mapping Back stage support Update comments in ticket Create the same type of map for the fulfillers, documenting the back stage experience.

10 Design Your Customer s Journey Step 4: Journey Mapping the Future State On stage experience, option 1 See access is ready Equipment is being configured This represents an improved portal experience: Improved taxonomy Similar form completion experience Better updates due to improved workflow stages Design Your Customer s Journey Step 4: Journey Mapping the Future State On stage experience, option 2 See access is ready Equipment is being configured This represents an improved portal experience: Addition of BOT technology Added cart functionality Better updates due to improved workflow stages Experience moves from negative to positive!

11 Journey 1: Onboard a new worker Design Your Customer s Journey Step 4: Journey Mapping the Future State Back State Experience Serial # to pull and ID are in the ticket Streamlining and improved process also improve the fulfiller s journey Design Your Customer s Journey Sample Personas When selecting personas, look for a good cross sample Executives Managers, particularly those that approve requests Finance department members HR and Benefits specialists Admins who submit requests for their department Fulfillment team members

12 Design Your Customer s Journey Journey Maps Journey maps start as use cases, map out Their portal search and how they find a subset of items (use the same samples) How they submit and follow up on incidents How they interact with request forms The approval process Checking status With IT, their fulfillment process(es) for the sample items Design the Experience Design the Experience Capabilities you ll need: Communication and facilitation skills to work with business personas and gather their feedback Ability to document the persona profile sheets and design Ability to artistically render story boards or click-through demos of the solution Development capabilities within the portal Which of these capabilities do you have/need to grow within in your organization?

13 Design the Experience Tool Considerations Digital Experience Platform Class of new tools that enable organizations to design the wire-frames the click through demos needed to prototype the experience Some of these provide customer portals and may eventually replace current portals Prototyping tools that enable you to measure click-throughs A service management platform that supports an enterprise approach Strong integration capabilities to enable a single on stage experience but work with multiple back stage tools Must provide or integrate with tools that can provide security and analytics Ability to leverage IoT and robotics to improve the on stage experience In Summary Identify stakeholders Create your DX vision Gather teams with the right capabilities Create current state Kanban with focus group Document & sign off on requirements Review, tweak prototypes with focus group Create clickthrough prototypes Create future state Kanban with focus group Build the new experience Select another use case Repeat the process Be agile: rinse & repeat

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