16. @timothyloo #uxstrat
§ï§âŻWho are our target customers?
§ï§âŻWhatâs the current customer story, priorities and
pain-points?
§ï§âŻWhatâs our vision for the holistic experience?
§ï§âŻWhat are our guiding principles for target
experience?
§ï§âŻWhat are our future customer stories & outcomes?
§ï§âŻWhat are the experience gaps between todayâs
experience and our future customer stories?
§ï§âŻWhat speciïŹc initiatives and projects do we need?
§ï§âŻWhat enablers and capabilities are required to
support these initiatives?
§ï§âŻWhat are the gaps between the vision and reality?
§ï§âŻHow will we prioritise & trade-oïŹ to create focus?
§ï§âŻWhatâs our roadmap for change and innovation?
§ï§âŻWhat are key performance indicators and targets
for transforming the user experience?
§ï§âŻHow will we incentivise the right behaviours?
CURRENT STATE
EXPERIENCE
EXPERIENCE
VISION &
PRINCIPLES
INITIATIVES,
ENABLERS &
CAPABILITIES
EXPERIENCE
ROADMAP
EXPERIENCE KPIs
& DASHBOARD
1. Where are we today?
2. Where do we want
to get to?
3. What do we need
to do?
4. Whatâs our plan?
5. How will we know
weâre on track?
A framework for creating an experience strategy