Team : 4 members
Duration : 3 weeks
Tools : Figma , Medallia , Figjam
How do we aim to help teams
through our CX playbook?
Besides introducing a transparent CX practices & principles, we devised the necessary infrastructures that empowered stakeholders to create thoughtful customer experiences and help them reorganise their goals in line with users.
This resulted not only in standardising an operating model and process for CX, with defined guidelines and measurable metrics but a single-source tool-base that describes the way of doing CX in the organisation in a standardised and interconnected way: the CX Playbook.
Implementation
of the design principles
1
Educate.
Shifting the mindset
There was a need to alter the direction of conversations. A lot of tie was invested in bringing the design bend in mindset and the empathy in decisions.
The impact and the power having a customer centric approach could bring was recognised by all businesses slowly but eventually.
2
Train.
Training Workshops
Conducted training workshops for product owners, business teams, product managers, developers, content teams, covering
the fundamentals of user-centered design, empathy, & application of UX principles in their respective roles, highlighting the importance of data driven decisions and metricising impact.
3
Enact.
Pilot projects
We initiated pilot projects where stakeholders from different teams collaborated with UX designers in real-life scenarios and on going projects. This hands-on experience helped them gain a deeper understanding of the UX process and its impact on product development.
The Architecture
of the playbook
The playbook aimed to cover the below Areas
All about Master CX principles
for structuring the experience
What is it?
Customer experience principles are guidelines & best practices that can be used to create designs and interfaces that are intuitive, effective and user friendly.
They are incorporated within the designs and journeys in the form of CX logics in the logic document.
43 Principles 254 Use cases
Experience Analytics guide
for a data-driven decision making
Whom can it help?
The users of the playbook
👩💻 Business / Product Owners
Keeping the CX principles and logics in mind while coming up with business requirements. It will ensure that we build first time right and will be able to identify various scenarious that often get missed in the BRDs.
👩🎨 Design
Ensuring that the principles and logics are not violated while the design is being built. It will ensure that we build first time right.
✍️ Content
Ensuring that the principles and logics are not violated while the content is being written and proper assistance is provided to the user at every step.
👩🔬 QA
Certain logics are marked as ‘to be tested by QA’. The CX principles and logics define certain areas that can be tested by the QA, which might otherwise get missed out.
🕵️♀️ UX Researchers
To ensure that the CX principles and logics are considered while a journey/ page is being built, before the go-live of a page and while the page is live.
⚡️The challenge
The company recognised the need to improve the user experience across its products and services however, the challenge was to democratise the user experience by involving stakeholders from different departments. The key hardship was to inculcate a user-centric mindset within the organisation. Therefore, to create a comprehensive CX playbook to accelerate this & introduce them to the UX process and its benefits.
The CHANGE it brought
Cross-Functional Collaboration
The UX workshops and collaborative sessions fostered better communication and understanding between teams. Cross-functional collaboration improved, leading to smoother workflows and alignment towards a common goal.
Enhanced customer satisfaction
The collaborative approach resulted in a more user-centric approach to product development. The incorporation of diverse perspectives and insights from various departments led to improved usability, enhanced customer satisfaction, and reduced user pain points.