Top 10 (+1) things to consider when putting together an experience strategy

Recently, I worked on two experience strategy projects: one – the UX strategy for our own company DiUS, and the other – working with my client to put together a Customer Experience Strategy for her organsiation. This talk summarises the 11 things I found to be important when defining an experience strategy.

from Experience Strategy 2014, by Amir Ansari

Transcript

1. @amir_ansari   @dius_au   My Top 10 (+1) tips when putting together an experience strategy Amir  Ansari  @amir_ansari   DiUS  Compu3ng  @dius_au   Experience  Strategy  Conference  2014  
2. @amir_ansari   @dius_au   Assess the current experience maturity of your organisation 1  
3. @amir_ansari   @dius_au   •  Insert  maturity  model  diag   Johnnyholland.org  
4. @amir_ansari   @dius_au   Ensure your CX or UX strategy is aligned to your organisation’s overall mission and vision 2  
5. @amir_ansari   @dius_au   Bring your Insights/ Research representatives (or equivalent) along the journey 3  
6. @amir_ansari   @dius_au   Bring your Marketing representatives (or equivalent) along the journey 4  
7. @amir_ansari   @dius_au   Don’t assume your strategy’s audience understands UX/CX/ Experience Design 5  
8. @amir_ansari   @dius_au   Ensure your strategy considers all the capabilities (e.g.business units, departments) within your organisation 6  
9. @amir_ansari   @dius_au   Include a roadmap - stakeholders want to know how and by when 7  
10. @amir_ansari   @dius_au   Have it reviewed and editing by someone within your leadership team 8  
11. @amir_ansari   @dius_au   Consider a Responsibility Assignment Matrix (RAM) model 9  
12. @amir_ansari   @dius_au   hEp://project-­‐management.com/understanding-­‐responsibility-­‐assignment-­‐matrix-­‐raci-­‐ matrix/  
13. @amir_ansari   @dius_au   Get sign off and endorsement of your strategy 10  
14. @amir_ansari   @dius_au   Show the value by doing! 11  
15. @amir_ansari   @dius_au   Ta! Amir  Ansari  (@amir_Ansari)  from  DiUS  (@dius_au)