Customer Experience Strategy & Design Thinking Toolkit

Description
This Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants after 3,000+ hours of work. It includes all the Frameworks, Best Practices & Templates required to define a world-class Customer Experience Strategy and adopt a Design Thinking approach within your organization. By combining a robust customer experience strategy with a design thinking approach, Netflix was able to revolutionize the movie industry, and Airbnb doubled its revenue within a week.


Content: 350 Powerpoint slides | 14 Excel sheets | 55 minutes of Video training.


Domont Consulting is trusted by 200,000+ executives, consultants and entrepreneurs from small & large organizations.



This Toolkit includes frameworks, tools, templates, tutorials, real-life examples, best practices, and video training to help you:
• Define and implement a robust customer experience strategy: (1) Summary of the corporate & business strategy, (2) Current & target customer experience maturity levels, (3) Customer experience vision, mission & values, (4) Strategic objectives & KPIs to reach our vision, (5) Customer segments & customer journeys, (6) Initiative prioritization & business roadmap
• Adopt and implement a Design Thinking approach within your organization using the 5 phases: (I) Empathize, (II) Define, (III) Ideate, (IV) Prototype, (V) Test
• (I) Gain an empathic understanding of your users: (1) Project canvas, (2) Stakeholder management, (3) Research plan, (4) Desktop research, (5) User interviews, (6) Focus groups, (7) Shadowing, (8) DILO, (9) Contextual inquiry, (10) Diary study, (11) Ethnographic research, (12) Emotional response cards, (13) Surveys, (14) Expert interviews, (15) Service safari
• (II) Define the key problem to solve: (1) Customer journey, (2) User personas, (3) Empathy map, (4) Five whys, (5) Five WH questions, (6) Affinity mapping, (7) Card sorting, (8) Landscape review, (9) Problem statement, (10) Value proposition
• (III) Generate a range of ideas to solve the problem: (1) Define success, (2) Ideation constraints, (3) “How might we” questions, (4) Ideation workshop, (5) Brainstorming, (6) Mind mapping, (7) Sketching, (8) Crazy 8s, (9) Design sprint, (10) NABC, (11) Idea evaluation
• (IV) Build prototypes for a range of our ideas: (1) Sketching, (2) Storyboarding, (3) Low-fidelity prototyping, (4) Co-creation workshops, (5) High-fidelity prototyping, (6) Role-playing, (7) Proof of concept, (8) Minimum viable product
• (V) Return to the users for feedback: (1) Testing sheet, (2) Heuristic evaluation, (3) Usability testing, (4) Accessibility testing, (5) A/B testing, (6) Eye tracking, (7) Heatmaps, (8) Performance testing, (9) Feedback capture grid

• Build success stories such as Netflix who was able to revolutionize the movie industry, and Airbnb who was able to double its revenue within a week by combining a robust customer experience strategy with a design thinking approach