Customer Experience also shorted as CX is a way to capture the experience of the use of a product or a service from the customer point of view. It describes the customer activities, intent and also emotions, the interactions between the customer and the organization and the activities of the organization to support the customer at each step.
Digital & Innovation
What are the main innovation frameworks?
First, we introduce the frameworks related to innovation to be combined to get an end-to-end process: Design Thinking, Lean Start-Up, Agile, Outcome Driven Innovation, Impact Mapping and Story Mapping. Combining several relevant frameworks is difficult as they have their own focused areas: they may have overlaps, be more or less relevant than the others for a given area or there may be gaps in the full scope to cover.
How to combine theses innovation frameworks in a single process?
Then, we review the result of the combination of these innovation frameworks in a single process. We look at each step with activities and deliverables.
What is digital?
Is Digital a bunch of new disruptive technologies? Is it a new way of doing business? How does agile fit in the picture?
What are the disruptive technologies?
Discover the disruptive technologies considered as part of the digital revolution. We will start with those that are Data Related: Big Data, Artificial Intelligence, Internet of Things and Cloud Computing. Then we will review Blockchain, Social & collaborative business and 3D. And at last, those directly connected to Continuous Delivery: Fast IT and Open API.
What is Customer Experience?
Learn about the paradigm shift from Product or Service to Customer Experience.
What are coopetion and platform business model?
Explore the second paradigm shift, coopetition also called platform business model: a new form of collaboration with competitors, partners and customers.
What is the Data Revolution?
Dig out the third paradigm shift: from planned measurements to a deluge of data coming from everywhere and used everywhere. This is the Data Revolution. “Data is the new oil“, as quoted the Mathematician Clive Humby in 2006.
What is Value Volatility?
Review the fourth paradigm shift: from stable to volatile value. This volatility involves the treat of disruption that can be related to Joseph Schumpeter’s creative creation. It explains the need to differentiate and innovate.
How does Agile fit in the Digital Revolution picture?
At last, get the picture on how agile fits in the picture. How agile supports the Digital Revolution and the limits where dedicated actions are required.
Innovation Games are a type of workshops created by Luke Hohmann for market research to generate understanding about customers’ needs and about how they use the product or the service.
What is a Product Team and what is the difference with a Feature Team? Surely, beyond the vocabulary, Marty Cagan explains in his books Inspired and Empowered the difference of concepts behind Product Team and Feature Team.
Product Management consists of Product Discovery and Product Delivery happening at the same time and interconnected. Product Management covers the 4 dimensions of a product: value, usability, feasibility and business viability.
Product Design consists in 3 domains of Design: Industrial Design, Interaction Design and Experience Design. The 7 fundamental principles of design as described by Don Norman consist in 2 areas grouping 7 principles. Understanding area covers Discoverability and Conceptual model. Discoverability area covers Affordances, Signifiers, Mappings, Constraints and Feedback.
Design Sprint inspired from Design Thinking is a 5-step process conducted by an interdisciplinary team over a working week. Clearly, its purpose is to reduce risk of a new product or service by confirming the main assumptions or unknown with rapid prototyping and testing. Design Sprint consists in 5 steps after a preparation phase to set the stage: on Monday, Understand the problem, on Tuesday, Ideate on competing sketches of prototype, on Wednesday, Decide and plan for the Prototype, on Thursday, Build the Prototype, and finally, on Friday, Test the Prototype with customers.
Design Thinking also called Human-Centered Design is a structured exploratory approach putting human being at the center to solve complex problems and/or create innovative products and services. Design Thinking starts with humans and their needs, fears and hopes to design a solution that is at the same time desirable, technically feasible, and economically viable.
Is Digital a bunch of new disruptive technologies? Is it a new way of doing business? How does agile fit in the picture? In this first post of a serial of 6, we will review the disruptive technologies considered as part of the digital revolution. We will start with those that are Data Related: Big Data, Artificial Intelligence, Internet of Things and Cloud Computing. Then we will review Blockchain, Social & collaborative business and 3D. And at last, those directly connected to Continuous Delivery: Fast IT and Open API.
How does agile fit in the picture of the new disruptive technologies and the changes of paradigm with digital disruption? How does agile support the Digital Revolution? What are the limits where dedicated actions are required?
Value Volatility: Digital is more than the emergence of new disruptive technologies. It also involves a change of paradigm. The fourth one is the shift from from Stable Value to Volatile Value. This involves the threat of disruption related to Joseph Schumpeter’s creative creation and the need to differentiate and innovate.