Experience Design

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)

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

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
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

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 – Manages governance and Impact Assessments
Channel Deployment – Gathering Subject Matter Experts from channels, forming Readiness tribe
Channel Improvement – Measuring post-launch success and cataloguing defects