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Design Thinking and Customer Experience

Whether or not you're a CX professional, you've likely heard the term Design Thinking. This collaborative, idea generating process is used across professions, and by consultants and professionals alike.

In this video, I review my three favorite Design Thinking tools, that anyone and everyone should be using in their daily worklife:

  1. Empathy Mapping / Personas

  2. Prioritization Gridding

  3. Feedback Evalution

All three tools are robust, easy to use, and will get you and your teams talking, debating and thriving.

A few pictures from a recent Design Thinking session that I facilitated on the topic of Customer Experience Design.

The IBM Design Thinking Field Guide is a handy item I keep in my facilitation toolbox and use regularly.


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Do you want to learn more about how to create a compelling, results-based customer experience strategy? Contact Janelle, Customer Experience Consultant @ She can help you design your target customer experience, your experience standards and customer experience outcomes.

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