Design thinking and customer experience used to be considered nice-to-have concepts that were the right thing to do, but not quantifiable. Research supports that prioritizing design thinking and customer experience (CX) will help you outperform and leads to a positive Return on Experience (RoX), a quantifiable metric similar to the Internal Rate of Return (IRR). Organizations often ask, “What do we need to do to make this real?” This ebook covers suggested exercises to guide you through your design thinking journey. These activities will help you explore what solution to build, suggest frameworks to help prioritize features, and explore how to plan your design and business cases in a way that will enable an successful hand-off to your engineering team.
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