Edition Eleven

[re]frame by Designit brings you news from Designit and beyond to help you stay informed and inspired.

It’s widely accepted that the customer experience (CX) and employee experience (EX) are crucial aspects of a successful and sustainable business. While many leaders understand the benefits of CX and EX individually, designing for the areas where they intersect is more difficult. Where do EX and CX come together, and why is it so important to innovate from the outset to create elevated experiences? Let’s dive in.

The employee is always right

“The customer is king.” We’ve?all?heard?it?and?know?what?it?means. But a king is nothing without their court, and a customer’s experience will not be great unless your employees’ experience is first taken care of. As evidence emerges to show why businesses should be looking to the?employee experience?to add value to their bottom line, how can you identify and solve employee experience challenges to enhance your customer experience? >>

Mindset over matter: A new design trick for your toolbox, part two

Design thinking tools like Personas offer a shortcut to deal with reality’s complexities, but they often flatten out people’s lives into a few general characteristics. Mindsets are a new way to capture the spectrum of attitudes and emotional responses that different people have within the same context or life experience. In this series, take an innovative dive into an ongoing design thinking problem: the trouble with Personas. How do you define Mindsets, and what makes them such a unique and vital step toward a better customer experience? >>

The airport ecosystem: A systemic design challenge

We often think of airports as transactional places, but in reality, they are microcosms of intricate interactions. Airports have significant system design challenges that are magnified not just by their organisational, architectural, and operational aspects, but also because each employee – from the baggage handler to the air traffic controller – plays a role in the passenger’s experience. Here’s why this complex interplay requires a design perspective as multifaceted and inclusive as the stakeholders it serves >>

How analogous inspiration can solve your strategic deadlock

Banking crises, the rising cost of living, geopolitical uncertainty, and the rapid development of technology are just a few of the many challenges organisations across the globe continue to face. In a disrupted business environment, leaders often default to a 'play it safe' strategy. But a less conventional approach might be exactly what businesses need to get ahead.?Analogous inspiration is a powerful way to create innovative solutions – here’s how you can put it into practice >>

People identify with brands that fulfill on their promise

The rise of AI is impacting design in all aspects, from the design process to client interactions and beyond. Dive into strategies for maintaining a competitive edge over AI-driven solutions, Designit’s approach to AI, and how to balance between creativity and caution to create customer experiences that drive meaningful impact. Give it a read (or a listen) here >>

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