Channel Deployment Playbook
Why would I need to consider Experience Design?
- If creating a new process or making significant changes to an existing one
- If this is a brand new product
- If this is a new sales tool
Pre-requisites / considerations
- Have I thought about who the target customers are?
- Will the change I’m making impact the experience for customers, colleagues and/or the journey?
- Have I considered the As Is vs To Be ambition?
- Have I done any customer research?
- What is my rationale for change?
- How impactful will this be on revenue and NPS?
- Is this critical to success in the marketplace?
- Have I engaged my Channel Readiness Managers? (if strategic)
Stakeholders
- XD – Scott Parsons
- Channel Readiness Managers
- Angela Abbott (Mobile and Cloud Voice/Cloud Work)
- Pali Phull (Connectivity and Security)
Who, When and How to Engage
- There is no formal front door, Scott Parsons / his team should be contacted via email to engage XD
- Engage XD for Service Design, Business Analysis and Customer Research
- You should then attend their Design Alignment calls as the first step
- When to engage is dependent on whether new technology is required or a new market is being entered in to
What will success look like at point of launch / post?
- If the readiness teams are engaged (because there’s a new sales journey) this will be mapped out and agreed when passed through to AIS
- Customers have a great and simple experience when ordering this product/going through the journey (NPS)
- Salespeople are able to sell and order the product easily and efficiently
- If the XD impacts an existing process, the process should become more efficient
- LBGUPS
Related chapters
- Channels
- Sales Tools
- Digital
- Operations
- Products/Portfolios
How are the Readiness Team Involved?
- Readiness Managers – If this request is a large strategic project where a new sales process needs designing or significant changes are to be made to an existing process, requestor must engage channel readiness team in the first instance Change
- Board – Lorem ipsum dolor sit amet, consectetur adipiscing elit. Duis quis.
- Channel Deployment – Lorem ipsum dolor sit amet, consectetur adipiscing elit. Duis quis.
- Channel Improvement – Lorem ipsum dolor sit amet, consectetur adipiscing elit. Duis quis.
