How can you make a customer experience design toolkit that fits your organization?

1 Define your CXD vision

The first step is to define your CXD vision, which is the statement that describes what kind of experience you want to provide to your customers and why. Your CXD vision should align with your organizational mission, values, and strategy, and reflect your customer segments, needs, and preferences. Your CXD vision should also be clear, concise, and inspiring, and guide your CXD efforts and decisions.

2 Choose your CXD methods

The next step is to choose your CXD methods, which are the tools and techniques that you will use to understand, design, and deliver your customer experience. There are many CXD methods available, such as customer journey mapping, persona creation, empathy mapping, service blueprinting, prototyping, testing, feedback, and measurement. You should select the methods that best suit your CXD objectives, scope, and resources, and that can help you generate insights, ideas, and solutions for your customer experience.

3 Organize your CXD resources

The third step is to organize your CXD resources, which are the materials and information that you will need to support your CXD methods. Your CXD resources may include templates, guides, checklists, examples, data, research, best practices, and case studies. You should organize your CXD resources in a way that makes them easy to access, use, and update, and that follows a logical and consistent structure. You can use digital tools, such as cloud storage, collaboration platforms, or online libraries, to store and share your CXD resources.

4 Train your CXD team

The fourth step is to train your CXD team, which is the group of people who will be involved in your CXD activities. Your CXD team may include employees, managers, customers, partners, or external experts, depending on your CXD scope and needs. You should train your CXD team on how to use your CXD methods and resources effectively, and how to apply your CXD vision and principles. You should also foster a culture of CXD among your team, by encouraging collaboration, communication, creativity, and customer-centricity.

5 Review your CXD toolkit

The final step is to review your CXD toolkit, which is the collection of your CXD vision, methods, resources, and team. You should review your CXD toolkit regularly, to ensure that it is still relevant, useful, and efficient for your CXD goals and context. You should also seek feedback from your CXD team and customers, to identify the strengths and weaknesses of your CXD toolkit, and to make improvements and adjustments as needed.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?