sdnc13 -day2- how customer-centred design helps o2 create better products & services by marcus...
DESCRIPTION
How Customer-Centred Design Helps O2 Create Better Products & Services by Marcus Hohl - O2 At O2 UK we have created a new, design based product development process to the called CCD (Customer Centred Design). It consists of 3 parts: 1. Guidelines defining an O2 branded experience 2. A five-step design process to create products and take them to market, including CE governance 3. Effective tools and training for designers, product managers, business analysts, technical architects etc. CCD is now successfully embedded in O2 UK and has enabled us to deliver better, differentiated products & services, with higher customer satisfaction and higher return on a 9-figure annual investment. It also galvanised the organisation behind a customer centric philosophy.TRANSCRIPT
How Customer Centred Design helps O2 create better products & services
SDN conference 20 Nov 13
Markus HohlHead of Customer Centred DesignO2 (Telefonica UK)
Why
Customer Centred Design at O2
How What works
•O2 Experience guidelines
•New (design) process
•Solid governance
•Tools & training
•More Fans
•Better ROI
•New markets
1. Faster to market2. Ease of use & adoption
3. Cost savings
4. Customer centric culture
Markus Hohl Head of Customer Centred Design, O2 (Telefonica UK)