CX and Service Design
Design Thinking Workshops at Google
Role
Lead Facilitator and Experience Designer
Timeframe
Ongoing for two years
Client
Cross-functional stakeholders from teams in the Hardware Organization
Goal
Guide product teams to understand the end-to-end customer journey with their product in order to design the ideal customer experience
Current-State Journey Maps and Service Blueprints Workshop
Goal: To evaluate and measure new experience initiatives.
Methods to achieve goal
- —Working with product and program leads to crystallize a customer-centric POV on customer experience business opportunities, based on insights about the current state
- —Using data about customers that drives future growth, the most critical end-to-end journeys, and business initiatives to visualize the experience
- —Collaborating with product teams to establish a baseline for each product and key touchpoint
Future-State Designing and Prototyping Workshop
Goal: To generate and co-create concepts for customer experience improvements and innovations.
Methods to achieve goal
- —Prototyping new concepts to test and validate ideas early, utilizing quick and flexible techniques
- —Collaborating with customer experience champions and cross-functional teams
Gap Analysis, Execution, and Planning Support Workshop
Goal: To identify opportunities — gaps between current and future state.
Methods to achieve goal
- —Supporting implementation and change management with communication tools and visualizations
- —Facilitating breakdown and documentation of work necessary to enable future vision
- —Collaborating with product team leads
Empower Stakeholders Workshop
Goal: To create a shared language and understanding within the Google Hardware organization that promotes customer centricity throughout all processes.
Methods to achieve goal
- —Sharing standard practices and tools utilized in the field
- —Refining and documenting the evolving formalized service design approach based on internal and external learnings
- —Influencing and further establishing a shared mental model and vocabulary for end-to-end customer experience through sprints and workshops
Other ProjectsView All →
