Element #2 - Customer-In Design
We believe you do not have a system if you do not have a customer. And our approach is to define sub-systems of an organization from a customer viewpoint. Beginning with customer interactions (demands, interfaces in social media and website, reviews and sales conversations) with your organization, identifying the end-to-end system and understanding how well the system serves your customers are first steps to gaining knowledge to design customer-in. The difficulty of changing a system requires you to understand your current thinking before you redesign.
Aim and Narrative
You don’t need a burning platform or financial emergency to improve your organization. You need an Aim and a Narrative that inspires. customers and employees.
Designing from a customer viewpoint improves the customer experience and helps front-line employees make immediate adjustments to customer interactions.
Data to Knowledge
Data are becoming more important with the advent of Big Data. The question is, “If you didn’t know how to deal with small data – how are you going to deal with Big Data?”
Making better decisions hinges on understanding how you make decisions and what limits making better ones. This requires study and a system.
Creativity and Innovation
Creativity and innovation are no longer optional. Creativity brings new ideas products/services. An innovation pipeline keeps customers and employees juiced.