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Defining the enablers of the experience

In Part 3 of this six-part series, we investigate the second fundamental of our Design-led approach – Defining the enablers.

Businesses need to have a clear sight of the system of components required to deliver the experience. To understand the future state and the associated changes, the new service ecosystem of enablers, requirements, roles and partnerships needs to be defined. In turn, this informs the operational design and implementation roadmaps with which to mobilise delivery teams and help colleagues understand their role in making it happen.

The associated challenges that businesses face:

  • Reshaping the operating model to realise the target experience.
  • Understanding the operational components of a service and how they need to work together.
  • Untangling, organising and rationalising the backlog and projects in play.
  • Knowing where to focus finite resources and effort to achieve strategic goals.

The activities and assets that help you succeed:

  • Identifying the enablers and requirements to describe what’s needed to achieve the stated outcomes and objectives for the customer and business.
  • Designing the service ecosystem and determining how each component will relate to each other.
  • Defining roles and behaviours to support new ways of working and develop training.
  • Co-creating the operational design and the way the business is set up to deliver the services and products.
  • Plotting experience roadmaps to focus energy and sequence the projects that will drive the step change.

 

More Engine work

mercedes-benz-new-service-benchmark-for-aftersales-service-by-engine-01

Mercedes-Benz

Developing a new service benchmark for aftersales servicing

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dubai-airports-hospitality-customer-experience-pilot-by-engine-01

Dubai Airports

Piloting a new approach to customer service and information delivery

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Resources

THE PATIENT EXPERIENCE REIMAGINED: DIAGNOSIS

Is it time to move away from the rushed, human doctor diagnosis to a data and tech supported diagnosis?

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THE PATIENT EXPERIENCE REIMAGINED: TREATMENT

Is it time to move from a siloed treatment process, towards a cohesive get-well plan, intuitive and at the palm of the patient's hand?

Read more