agility and customer experience
DESCRIPTION
TRANSCRIPT
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Experience Design Consulting
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Experience Design Consulting
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Experience Design Consulting
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Experience Design Consulting
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Experience Design Consulting
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Experience Design Consulting
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Experience Design Consulting
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design brings great returns
![Page 8: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/8.jpg)
Experience Design Consulting
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the best invest in design
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Experience Design Consulting
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design-led approach=success
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Experience Design Consulting
many touchpoints
![Page 11: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/11.jpg)
Experience Design Consulting
know what not to build
![Page 12: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/12.jpg)
Experience Design Consulting
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Experience Design Consulting
•! Graphic Designer
•! Creative Director
•! Information Architect
•! Interaction Designer
•! Product Design
•! Customer Experience
•! Experience Design
•! Experience Architect
•! Customer Centered Design
•! Human Computer Interaction
Graphics Data Experience Interaction
•! User Experience (UX)
Agility and….
people who focus on making digital products better
(for the end-users)
![Page 14: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/14.jpg)
Experience Design Consulting
Customer Experience
![Page 15: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/15.jpg)
Experience Design Consulting
Customer Experience
![Page 16: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/16.jpg)
Experience Design Consulting
Customer Experience
![Page 17: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/17.jpg)
Experience Design Consulting
Customer Experience
![Page 18: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/18.jpg)
Experience Design Consulting
Customer Experience
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Experience Design Consulting
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Experience Design Consulting
Product Development Lifecycle
![Page 21: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/21.jpg)
Experience Design Consulting
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Experience Design Consulting
Customer Experience
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Experience Design Consulting
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Experience Design Consulting
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Experience Design Consulting
what do you see?
![Page 26: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/26.jpg)
Experience Design Consulting
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Experience Design Consulting
Big Upfront Design
![Page 28: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/28.jpg)
Experience Design Consulting
Big Upfront Design
![Page 29: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/29.jpg)
Experience Design Consulting
Big Upfront Design
![Page 30: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/30.jpg)
Experience Design Consulting
Big Upfront Design
![Page 31: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/31.jpg)
Experience Design Consulting
Big Upfront Design
![Page 32: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/32.jpg)
Experience Design Consulting
Big Upfront Design – why it’s bad
Isolated, non-collaborative approach
![Page 33: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/33.jpg)
Experience Design Consulting
Big Upfront Design – why it's bad
UX make it worse by setting
unrealistic expectations
![Page 34: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/34.jpg)
Experience Design Consulting
Big Upfront Design – why it's bad
We forget we
are building products not
documents!
![Page 35: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/35.jpg)
Experience Design Consulting
Big Upfront Design – why it's bad
People who build
are not even involved in the
design!
![Page 36: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/36.jpg)
Experience Design Consulting
Big Upfront Design – why it's bad
People are not empowered to take ownership
and manage the process better !
![Page 37: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/37.jpg)
Experience Design Consulting
Big Upfront Design – why it's bad
Trust is lost!
![Page 38: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/38.jpg)
Experience Design Consulting
Big Upfront Design – why it's bad
Big ideas that may
not be feasible,
done slowly
![Page 39: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/39.jpg)
Experience Design Consulting
Blind Incremental Development
![Page 40: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/40.jpg)
Experience Design Consulting
Blind Incremental Development
![Page 41: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/41.jpg)
Experience Design Consulting
Blind Incremental Development
![Page 42: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/42.jpg)
Experience Design Consulting
Blind Incremental Development
![Page 43: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/43.jpg)
Experience Design Consulting
Blind Incremental Development
![Page 44: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/44.jpg)
Experience Design Consulting
Blind Incremental Development
![Page 45: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/45.jpg)
Experience Design Consulting
Blind Incremental Development – why it's bad
Assumes the
business knows what it wants
upfront!
![Page 46: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/46.jpg)
Experience Design Consulting
Blind Incremental Development – why it's bad
UX Designers and end
users are not involved!
Business
acts as proxy for
the end user!
![Page 47: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/47.jpg)
Experience Design Consulting
Blind Incremental Development – why it's bad
Delivering an IT
solution rather than
an experience
solution!
![Page 48: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/48.jpg)
Experience Design Consulting
Blind Incremental Development – why it's bad
Prone to general
chunkiness due to lack of cohesion and
lack of clear vision!
![Page 49: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/49.jpg)
Experience Design Consulting
Blind Incremental Development – why it's bad
Small ideas that are
technically feasible…
but still may not
deliver real value to
consumers…
done very quickly !
![Page 50: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/50.jpg)
Experience Design Consulting
Big Upfront Design
•! Isolated, non-collaborative
approach
•! Includes customer research
BUT often fails to turn these insights into actionable designs
or initiatives
•! Slow, bloated and ineffective at
delivering
Blind Incremental Development
•! Collaborative, BUT often within a
limited team
•! Often does NOT include
discovery about consumer needs, focuses on the business acting as
a proxy for the consumer
•!Fast BUT often incremental, not
truly iterative and may not deliver real value to its intended audience
(Customers)
Big ideas that may not be
feasible, done slowly
Small ideas that are
technically feasible… but still may not deliver real value to
consumers, done very quickly
BAD Still BAD
![Page 51: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/51.jpg)
Experience Design Consulting
So what’s the solution?
![Page 52: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/52.jpg)
Experience Design Consulting
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Experience Design Consulting
Let’s talk about Envisioning
![Page 54: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/54.jpg)
Experience Design Consulting
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Experience Design Consulting
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Standard
Approach
create paper based
documents of
increasing visual fidelity
which imply functional
behaviour
Agile UX
Approach
create interactive prototypes of
increasing
functional and visual fidelity in
order to model and test
functional
behaviour and the interactive
user experience
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It’s not graphic design…
![Page 56: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/56.jpg)
Experience Design Consulting
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Experience Design Consulting
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Experience Design Consulting
What makes Envisioning different?
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Experience Design Consulting
Envisioning
![Page 60: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/60.jpg)
Experience Design Consulting
Envisioning
Lots of User Interaction
Functional Experiential
Very Little User Interaction
![Page 61: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/61.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 62: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/62.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 63: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/63.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 64: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/64.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
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Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
End Users
Business
![Page 66: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/66.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
End Users
Business
Jeff Patton
X
“It’s not an
iteration if you
only do it only
once”
![Page 67: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/67.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 68: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/68.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 69: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/69.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 70: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/70.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 71: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/71.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 72: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/72.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
![Page 73: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/73.jpg)
Experience Design Consulting
Envisioning
Bus BA DEV QA
IM UX End Users
Lean, Spare & Correct Full, complete Build
efficiently
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Experience Design Consulting
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Other industries prototype, why don’t we…
![Page 75: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/75.jpg)
Experience Design Consulting
Fail Fast
Fail Early
Fail Cheaply
Innovation mantra…
![Page 76: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/76.jpg)
Experience Design Consulting
Take a step back… the product lifecycle
![Page 77: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/77.jpg)
Experience Design Consulting
UX
Design for iteration 3
Review Iteration 1 User Test Both
Dev
Implement High Dev Cost, Low UX cost
features
Dev
Implement UX Design Dev
Implement UX Design
UX
Design for iteration 4 Review Iteration 2
User Test Both
Iteration 1
Release
Iteration 2 Iteration 3
UX
Design for Iteration 2
design analysis
UX Prototype
Usability Test
design analysis
UX Prototype
Usability Test
design analysis
UX Prototype
Usability Test
Dev
Implement UX Design
Iteration 4
Dev
Non Functional Build / Deployment
Iteration 5
UX
Ideation and Conceptual Design for next release
Inception
Visioning
Ideation and Conceptual Design
•! Short iterative design steps and regular testing cycles
•! Transition from “incremental” design to truly “iterative” design •! Multidisciplinary team with UX facilitating the design process
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Fully integrate to ensure quality…
![Page 78: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/78.jpg)
Experience Design Consulting
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Become part of the design process
please
help!
![Page 79: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/79.jpg)
Experience Design Consulting
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Experience Design Consulting
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Experience Design Consulting
Envisioning Pilot
•! Context : REA and Transformation
•! Results : Things we discovered about the
Envisioning approach
![Page 82: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/82.jpg)
Experience Design Consulting
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Experience Design Consulting
Add experience design to your teams
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Experience Design Consulting
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bring users in continuously
![Page 85: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/85.jpg)
Experience Design Consulting
balance research and testing
![Page 86: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/86.jpg)
Experience Design Consulting
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build personas from real users
![Page 87: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/87.jpg)
Experience Design Consulting
go where it is used
![Page 88: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/88.jpg)
Experience Design Consulting
Distil findings… fast
![Page 89: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/89.jpg)
Experience Design Consulting
update the designs
![Page 90: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/90.jpg)
Experience Design Consulting
set up the design wall
![Page 91: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/91.jpg)
Experience Design Consulting
a place for ideas & challenges
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Experience Design Consulting
joint design sessions
![Page 93: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/93.jpg)
Experience Design Consulting
pair
![Page 94: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/94.jpg)
Experience Design Consulting
build interactive prototypes
![Page 95: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/95.jpg)
Experience Design Consulting
track actual usage
![Page 96: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/96.jpg)
Experience Design Consulting
multi-variant testing
![Page 97: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/97.jpg)
Experience Design Consulting
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Experience Design Consulting
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get serious about experience quality
![Page 99: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/99.jpg)
Experience Design Consulting
A lot of people are thinking about how to do
this…
![Page 100: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/100.jpg)
Experience Design Consulting
experience
![Page 101: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/101.jpg)
Experience Design Consulting
stay agile
![Page 102: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/102.jpg)
Experience Design Consulting
success
![Page 103: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/103.jpg)
Experience Design Consulting
empowerment
![Page 104: Agility and Customer Experience](https://reader034.vdocuments.mx/reader034/viewer/2022051314/54c796074a7959106e8b459b/html5/thumbnails/104.jpg)
Experience Design Consulting
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Experience Design Consulting
take the initiative
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Experience Design Consulting
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