Product. UX. CX. SD
End-to-end brand experience across customer-facing service and product touchpoints. Product and customer experiences are modules of the entire customer journey with a brand and should deliver on-strategy brand experiences. I combine brand, UX, CX, SD and product strategy & design models to map the experience, and I set the strategy, the implementation principles and the design framework for a seamless, immersive experience.
Use Case Mapping
User Stories & Ecosystems
Brand Alignment
Product Design
Service Design
Design System Strategy
Use Case Mapping
Use case mapping is a technique used in product development and service design to identify and define the interactions and relationships between different actors (users, systems, or external entities) and the desired outcomes or goals they seek to achieve. It involves visualizing and mapping out the various use cases, which represent specific scenarios or actions performed by the actors using the product. Use case mapping helps to clarify requirements, uncover potential issues, and facilitate effective communication between stakeholders, allowing for a better understanding of how the product should function and what needs to be prioritized during development.
User Journeys & Ecosystems
Human-centred processes encompass a range of empathy maps, service ecosystems and blueprints for a product development and service design process that focuses on the value delivered to the end users. The methods used are determined by project scope and content. They are selected to deliver a clear understanding of the user's perspective to enable product teams to explore suitable services and features. These models also serve as project communication tools between stakeholders, product managers, designers, and developers, providing a shared language and a common understanding of the desired functionality and goal.
Brand Alignment
Brand, Product, UX & CX Experience principles define how your brand should look, feel, sound and behave across each and every touchpoint, including marketing, product, customer and sales experiences. This framework ensures that users and customers experience the same tone of voice, personality, values and messaging across a company's websites, social media, product user interface, events and corporate collateral, sales activations, and customer service. When every interaction with your brand is cohesive and aligned with your overall brand strategy, the company's reliability and professionalism is reinforced.
Service Design
Service design is a holistic and collaborative approach to creating and improving services, focusing on delivering valuable and seamless user experiences while considering business goals and operational efficiency. It involves understanding user needs, mapping out customer journeys, and designing service touchpoints to optimize interactions and deliver exceptional customer satisfaction.
Product Design
Typically involves implementing the product strategy, ideating potential solutions, creating design prototypes, testing and validating these designs with users, and refining the design based on feedback. A well-defined product design framework ensures a user-centred approach to design, promoting consistency, efficiency, and collaboration among design teams while ensuring the end product effectively meets user needs and aligns with business goals. Product design is a broad term; depending on the scope and nature of the project, I typically work with a product team.
Design System Strategy
The product, service and customer experience strategy leads to creative expression, typically cross channel with multiple experience touchpoints. The design system strategy maps and organisas principles and assets in a comprehensive system that encapsulates brand. This is a cohesive, reliable, and scalable framework for an organization's visual and interactive communication that ensures brand consistency across various platforms, mediums, and products, reinforcing the organization's identity and credibility to its audience.