Create Meaningful Customer-Employee Experience through Digital Solutions with Design Thinking

We are living in an era of constant change, which is radically affecting the sustainability of business today. An organization that is not agile and versatile will not have a long future. The advent of disruptive technologies can make solid and reputable business models redundant very quickly.

In 1985, Alvin Toffler (“The Third Wave”) described the “prosumer”, the intelligent and informed consumer. Not only are customers knowledgeable, they want a seamless experience with the organization, via all possible channels. This customer is also quite capable of taking his business elsewhere; loyalty is only maintained by providing consistent good service. The advent of the Internet has also ensured that this new customer can be based anywhere in the world.

While much of the focus of the business is concentrated on reaching the consumer via all channels using a best-fit graphical interface, the digital needs of the employees who service the customers are often neglected, thus affecting quality of service.

The responsive employee should be knowledgeable and flexible and able to perform his tasks from anywhere, whether it is in the office, at home or in a remote location. The customer should be able to benefit from his desired service anywhere in the world.

The agile organization needs the support of design thinking

An organization must always involve their clients and employees in efforts to find efficient solutions to complex issues that may arise during digital transitions. With design Thinking as one methodology which relies heavily on solution-focused challenges, the digitalization of the work space can be easily accomplished. Through this method, an understanding of the challenges that lie ahead can be obtained. Further, it allows for an effective observation of new situations, creating a clear point of view by stakeholders. Lastly, it assist the organization by creating an effective climate for prototyping and testing of solutions in order to organically develop the desired outcomes which will ultimately benefit the consumer.

 

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