Design Thinking
For Customer Experience
Design Thinking transforms customer experience by empathizing with needs and creating user-centric, innovative, and impactful solutions.
Empathize
Foundation of human-centered design process. Necessary to observe, engage and immerse
Define
Empathy Findings are unpacked and synthesized into compelling needs and insights
Ideate
The mode during the design process in which the focus is on idea generation
Prototyping
Getting ideas and explorations out of your head and into the physical world
Test
The chance to refine and improve solutions
Create Business Moments with CX Prism
CX Prism Design Thinking is customer-centric digital innovation methodology that constantly challenges the status quo in pursuit of thinking creatively, promoting early idea generation and prototyping — that’s mostly collaborative, playful, and iterative. CX Prism Design Thinking is built on three core foundations when it comes to delivering breakthrough customer experiences.
Empathy (EQ)
Most organizations do not truly understand their customers or prospects. And many organizations do not invest in CX innovations to digitally design "what their customers want". In fact, people don't know what they want until you show it to them. Even you need Design Thinking to build commitment to a new idea.
Demographic, life stage, location
Interactions, transactions, operational
Family, friends, corporate
Underlying, immediate
Values, decision process
Strategic, temporary, real-time
Ideation
Design Thinking for Business Moments
Design Thinking enables the discovery of disruptive Pathways during business moments. Understanding various customer journeys, and digital business moments is very critical and important in the digital age. Identifying these transient business moments and linking to CX Strategy and Design is complex, and it requires C-Level engagement.
Design Thinking — A Catalyst
Organizations are heavily involved in execution spending less than 10% on business modeling. There’s insufficient focus on design, planning, and collaboration.Illustrated image shows how CX Prism Design Thinking becomes a catalyst for the discovery of shining business moments.
"This is Experience Economy. At Virtuos, we design your customer experiences by applying principles of CX Prism."
Wilful Disruption
Disruptive strategies stem from innovation which often centers on Customer Experience (CX). Positioning provides a proven method for framing intent, including disruption and CX innovation.
- Customer Experience : Perceptions and related feelings across touchpoints and interactions
- Disruptor: Effects disruption
- Disruption: Changes expectations and behaviors in a culture, market, industry or process
Use CX elements to frame disruptive intent and test the impact on competition or incumbents
FOR
Target Customers
WHO
Statement of Need or Opportunity
AND WANT
Statement of Experience Expectations
THE
Product/Service Name
IS
Product/Service Category
THAT
Statement of key benefits compelling reasons to buy
UNLIKE
Primary Competitive Alternative
OUR PRODUCT
Statement of Primary Differentiation
Recommendations
Design for Inspiration and Disruptive outcomes
Create Customer Empathy Maps to uncover opportunities for disruption or innovation.
Make CX Foundation for Go-to-Market
Identify key business moments for innovation and disruption with differentiation strategy.
Apply CX Prism Model
Work with Virtuos consultants to identify strategic moves and combine it with Indicial Maturity.
Let's pilot first design
Let's connect over CX Primer and work with your cross functional teams on the first pilot.
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