Good customer experience (CX) and user experience (UX) management has become essential for organizations that want to differentiate themselves with products and services that are truly aligned with the needs and expectations of their customers. This customer-centric design approach - both Design Thinking and Doing! - only expresses its full potential if it is shared at all levels of the organization.
The DesignOps approach describes how an organization must transform itself, notably by redefining the research and design processes, as well as the required skillsets or the need for a customer-centric culture.
We will also present a design maturity model developed by the UXalliance - which Telono represents in Switzerland - which describes the 6 dimensions on which to work to make the customer-centric approach part of the organization's DNA. This model helps us establish a diagnosis of an organisation's design maturity and support it through the creation of a roadmap and concrete initiatives to be put in place.
