How to manage product designs across multiple perceptions, channels, services and departments...
In this book, the 2nd in the Progressive Design series, I’ll define the sixteen stages of the progressive design methodology, diving into the productive and operational details, managing the customer experiences. From each stage, you’ll understand the process and the work that will evolve your design, your skills, your learnings and move your project forward.
Customer experience investments is the new battle ground for disruptive and sustaining product designs, increasing year by year. These investments will require more efficient customer experiences, from the services they inhabit. This will in tandem require a higher expertise in customer experience designers and service designers, to implement these efficient, lean and customer-centric processes and methods.
A process is not a methodology that just work when theoretically proven. A process is made from people and is maintained by people. Enable people to solve problems, instead of preventing people from failing. Mistakes are not only unavoidable, but valuable to the entire organization.