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.

{"items":["6b715f_db6ab9845785443a80ed77b64b0c0c25~mv2_d_1636_1636_s_2.jpg","6b715f_8de1023c41ac4dda8dad36836baecedc~mv2_d_1911_1911_s_2.jpg","6b715f_98aa941dcb47441ab9833a0ea189ece3~mv2_d_3024_4032_s_4_2.jpg","6b715f_99e2fb1d51ad4c14a87fe6091751883e~mv2_d_3024_4032_s_4_2.jpg"],"styles":{"galleryType":"Columns","groupSize":1,"showArrows":false,"cubeImages":true,"cubeType":"fill","cubeRatio":1,"isVertical":true,"gallerySize":300,"collageAmount":0,"collageDensity":0,"groupTypes":"1","oneRow":false,"imageMargin":0,"galleryMargin":0,"floatingImages":0,"chooseBestGroup":true,"smartCrop":false,"hasThumbnails":false,"enableScroll":true,"isGrid":true,"isSlider":false,"isColumns":false,"isSlideshow":false,"cropOnlyFill":false,"fixedColumns":4,"enableInfiniteScroll":1,"isRTL":false,"minItemSize":50,"rotatingGroupTypes":"","rotatingCubeRatio":"","gallerySliderImageRatio":1.7777777777777777,"numberOfImagesPerRow":4,"numberOfImagesPerCol":1,"groupsPerStrip":0,"borderRadius":0,"boxShadow":0,"gridStyle":1,"mobilePanorama":false,"placeGroupsLtr":false,"viewMode":"preview","thumbnailSpacings":0,"galleryThumbnailsAlignment":"bottom","isMasonry":false,"isAutoSlideshow":false,"slideshowLoop":false,"autoSlideshowInterval":4,"useCustomButton":false,"bottomInfoHeight":0,"titlePlacement":"SHOW_ON_HOVER","galleryHorizontalAlign":"center","galleryTextAlign":"center","galleryVerticalAlign":"center","scrollSnap":false,"itemClick":"link","fullscreen":false,"allowSocial":false,"allowDownload":false,"allowTitle":true,"allowDescription":false,"loveButton":false,"loveCounter":false,"videoPlay":"onClick","scrollAnimation":"NO_EFFECT","scrollDirection":0,"overlayAnimation":"NO_EFFECT","arrowsPosition":0,"arrowsSize":23,"watermarkOpacity":40,"watermarkSize":40,"useWatermark":true,"watermarkDock":{"top":"auto","left":"auto","right":0,"bottom":0,"transform":"translate3d(0,0,0)"},"loadMoreAmount":"all","defaultShowInfoExpand":1,"allowTitleExpand":true,"allowDescriptionExpand":true,"allowLinkExpand":true,"expandInfoPosition":0,"allowFullscreenExpand":true,"fullscreenLoop":false,"galleryAlignExpand":"left","addToCartBorderWidth":1,"addToCartButtonText":"","slideshowInfoSize":200,"playButtonForAutoSlideShow":false,"allowSlideshowCounter":false,"hoveringBehaviour":"APPEARS","thumbnailSize":120,"magicLayoutSeed":1,"imageHoverAnimation":"NO_EFFECT","calculateTextBoxHeightMode":"AUTOMATIC","calculateTextBoxWidthMode":"PERCENT","textBoxHeight":0,"textBoxWidth":200,"textBoxWidthPercent":50,"textImageSpace":10,"textBoxBorderRadius":0,"textBoxBorderWidth":0,"textsVerticalPadding":0,"textsHorizontalPadding":0,"titleDescriptionSpace":6,"customButtonText":"","customButtonBorderWidth":1,"customButtonBorderRadius":0,"loadMoreButtonText":"","loadMoreButtonBorderWidth":1,"loadMoreButtonBorderRadius":0,"imageInfoType":"NO_BACKGROUND","itemBorderWidth":0,"itemBorderRadius":0,"itemEnableShadow":false,"itemShadowBlur":20,"itemShadowDirection":135,"itemShadowSize":10,"imageLoadingMode":"BLUR","expandAnimation":"NO_EFFECT","imageQuality":90,"usmToggle":false,"usm_a":0,"usm_r":0,"usm_t":0,"videoSound":false,"videoSpeed":"1","videoLoop":true,"galleryLayout":2,"gallerySizeType":"px","gallerySizePx":300,"allowHover":true,"mobileSwipeAnimation":"NO_EFFECT","gotStyleParams":true,"showVideoPlayButton":true,"imageResize":false,"galleryImageRatio":2,"modifiedGallerySize":true,"selectedLayout":"2|bottom|1|fill|true|0|1","layoutsVersion":2,"selectedLayoutV2":2,"isSlideshowFont":false,"externalInfoHeight":0,"externalInfoWidth":0},"container":{"galleryWidth":2560,"galleryHeight":1440,"scrollBase":0,"height":null,"width":null}}

Photo of the cover of the IBM Design Thinking Field Guide

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

----

Subscribe to continue exploring the various elements of creating a meaningful and high value customer experience.

Follow us over at:

http://linkedin.com/company/amplifiedcx

http://facebook.com/amplifiedcx

http://instagram.com/amplifiedcx

http://twitter.com/amplifiedcx

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