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Customer Experience Design Management

Mieke Daniels | october 2015

I’m Mieke coaching experience innovation & design thinking @ KBC but before that…

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Hi there

Acerta, AG Insurance, Agfa Healthcare, Aquafin, Astra Zeneca, Banksys (Atos Worldline), Barco, Belgacom, BNP Paribas Fortis,

Boston Scientific, bPost, Brussel Deze Week, Brussel Nieuws, Callataÿ & Wouters, Cernum, Cortina, Dexia Bank, DNS Belgium,

Doccle, Electrabel, EMC, Euroclear, Ethias, European Parliament (Library Services), Excelligent (Reymen DataCenter), Fortis

Merchant Bank, GET, Guidant (Boston Scientific), Hello Bank, Infrabel, Ipsen Pharmaceuticals, Isabel, IText, KBC Bank, Nationale

Loterij, Neopost, Niko, Paperklix, Partena, Pioneer, Provincie Oost-Vlaanderen, Port of Antwerp, Quadrat, Rail Europe 4A, RSCA,

SD Worx, Sigasi, Studio 100, Studio Brussel, Sony NSCE, Telenet, Universiteit Gent, Vlaamse Overheidsdienst Werk & Sociale

Economie, Vlaams Verkeerscentrum, VRT, Xeikon and still a few more…

a story on change, on design and also on mobile…

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Today

back in those days…

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27% 55% 2x 40% 60% 40% 8% 19% direct sales

the times they are a changin…

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all things “e” Touch! make it Easi use that data do it fast subtle seduction

so, we had to come up with a plan

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find learnings inside assess our situation discover inspiration outside bridging the gap

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finding the team listening to the customer designing & prototyping defining the road

preparing for a small success

finding the team

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stakeholders ltd. keep it small use the expertise make it multi-disciplinary

listening to the customer

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focus groups online panels “vertolkers” co-create test, test, test

designing & prototyping

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kill your darlings smart inspiration focus! flow functional design say no

resulting in a great victory

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from 1 to many parallel tracks from pilot to program 9:6:3:1 from individuals to teams

in retrospect

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redefining design in the organization user research pitfalls managing agility frame of reference developing experience design

next up

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mobile anxiety inspiration focus on customer experience focus on design management keep it agile

Mieke Daniels | Policy Advisor Customer Experience Design Management mieke.daniels@kbc.be | 0478 250 916