Complete Guide to Customer-centric Design (CCD) – PowerPoint PPT Template

CUSTOMER EXPERIENCE PPT TEMPLATE DESCRIPTION

Editor Summary A 103-slide PowerPoint presentation, Complete Guide to Customer-centric Design (CCD) presents frameworks and templates for Customer Experience (CX), Customer Journey mapping, Human-centered Design (HCD), Service Design, and Design-driven Culture. Read more Includes 5 ready-to-use deliverables: Customer Journey Mapping template, HCD principles checklist, Service Design framework, metrics dashboard, and workshop agenda template. Developed by ex-McKinsey, BCG, Deloitte, EY, & Capgemini consultants. Target users include CX leaders, product managers, marketers, change teams, and consultants. Sold as a digital download on Flevy.

Use this guide when organizations need to align strategy, product launches, or cultural change around customer needs — for example during CX strategy planning, new product launches that require journey mapping, or workshops to build HCD capability.
  CX leaders running strategic planning sessions to prioritize experience initiatives and metrics alignment.
  Product managers mapping end-to-end customer journeys for new offerings and identifying touchpoint gaps.
  Marketing professionals aligning brand touchpoints to conversion and satisfaction targets across channels.
  Change management teams running workshops and trainings to embed HCD principles across functions.
The guide’s 3-phase Observe–Shape–Perform structure and modular templates mirror the phased, structured approach used in McKinsey and BCG engagements.

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Customer-Centric Organizational Restructuring in HCD Framework for Enhancing Customer Experience through CCD Mapping the McKinsey Customer Decision Journey

In the Digital Age, the number of ways to reach and service our customers is proliferating. Likewise, customers' expectations are increasing and customers become more demanding. They now expect seamless, 24/7, omnichannel Customer Experiences. To best serve our customers, we need to understand them.

Thus, Customer-centric Design (CCD) is becoming increasingly critical to the success of any organization. CCD is the process of building our offering based on the wants, needs, and challenges of our customers.

This presentation covers foundational principles and popular frameworks in Customer-centric Design. It is broken down into 5 core sections:

1. Customer Experience (CX) Design – At the heart of CCD, is a well designed Customer Experience. In this section, we deconstruct a 3-phase approach to CX Design.

2. Customer Journey Frameworks – To design a proper CX, we need to map out all customer touchpoints on the Customer Journey. In this section, we cover several notable frameworks developed by management consultancies.

3. Human-centered Design (HCD) – Using principles of HCD, we put the customer at the center of every decision of our organization. This section teaches the 5 principles of HCD Transformation.

4. Service Design and Delivery – In this section, we discuss Service Design and how to achieve Customer Delight. Service Design is the bridge between Strategy and Customer Experience.

5. Design-driven Culture – Lastly, to truly effect change and adopt the principles of CCD, we need to affect our organization's culture. This final section explains the elements to master in order to adopt a Design-driven Culture.

By understanding and putting the concepts within this guide into practice, you will be well on your way to developing a true Customer-centric Organization.

This deck also includes slide templates for you to use in your own business presentations.

This guide also delves into the latest trends in customer behavior and how to leverage them for competitive advantage. It includes practical insights on digitizing customer journeys and applying behavioral psychology to enhance customer interactions.

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