The design of the experience corresponds to the moment when strategy and operations come together. It is about imagining and defining the markers of the experience that you are going to offer and that your teams will have to appropriate. While formulating the strategy is a delicate act, it remains relatively simple to accomplish when guided well. But transforming it into a source of operational actions is much more complex. That is the whole point of this phase.
What makes the design phase so decisive is:
The whole method is based on the definition of an experience model, which will be adapted to the major players in customer relations. In concrete terms, the experience model will be based on:
These elements feed into the reference systems that become the common thread of your client experience. Depending on the ambition of the project, these repositories can go beyond direct interactions with your customers:
The experience accumulated over missions in all markets (B2B, B2C, B2B2C), in all sectors of activity (agriculture, industry, services, trade), in the public sector as well as in the private sector, for all sizes of organizations, gives the Académie du Service a clear expertise that secures the interventions.
The Académie du Service has you build the system, both to develop the maturity and reflexes of your teams and to guarantee the relevance and realism of your work. This is based on workshops, carried out with representatives of your teams, remotely or in person.
With regard to the production of repositories that will have an impact on postures and actions, the Académie du Service supports you in setting up video experience repositories, an essential lever for the transformation to be undertaken.