This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents a structured approach to a streamlined design process known as the "Four Wall Approach." This method emphasizes collaboration among cross-functional teams, each focusing on a specific area represented by a designated wall. The 4 walls outlined are: Customer Journey & Experience Wall, Operations & Process Wall, Technology Wall, and Team Planning Wall.
The Customer Journey & Experience Wall is dedicated to understanding the end-user perspective. It includes elements like personas, journey mapping, research insights, and inspirational trends, all aimed at enhancing customer engagement and satisfaction. This wall serves as a foundation for ensuring that the design process remains customer-centric.
The Operations & Process Wall focuses on internal dynamics. It highlights the importance of understanding internal organization and process owners, detailing processes before and after implementation, and identifying critical business decisions. This wall also emphasizes the need for clear inputs to the business case and the establishment of key performance indicators, ensuring that operational efficiency is maintained.
The Technology Wall is where technical aspects are mapped out. It includes architecture maps, data structures, system diagrams, and application flows. This wall ensures that the technological framework supports the overall design strategy effectively.
Lastly, the Team Planning Wall organizes project management elements. It includes the master plan, project timeline, team member assignments, daily priorities, and task statuses. This wall is crucial for maintaining alignment and accountability among team members.
Overall, this slide effectively illustrates a comprehensive framework for collaborative design, ensuring that all aspects from customer experience to operational efficiency and technology integration are addressed simultaneously. This approach can significantly enhance project outcomes and drive successful implementation.
This slide is part of the Complete Guide to Customer-centric Design (CCD) PowerPoint presentation.
This presentation is created by ex-McKinsey, BCG, Deloitte, EY, & Capgemini consultants. It discusses emerging frameworks related to Customer-centric Design, e.g. Customer Journey, Human-centered Design, & Design-driven Culture.
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Customer Experience Project Management Customer Journey Key Performance Indicators Customer-centric Design Business Case
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