- The Trials team ensure that what is launched conforms to what was designed and meets (or preferably, exceeds) customers’ expectations
- The Decision on whether to run a Trial and what type of Trial is recommended is taken by the Trials team based on the answers to 3 key questions:
- What is the difference from what we do today?
- What is the agreed E2E CX for those differences?
- What is it about the CX that worries us the most?
- The Trials team have a standard set of Entry Criteria which have to be met before agreement is given to start any Trial phase.
- During the Define and Develop stages 3 key artefacts are required from the XD team:
- Agreed list of Customer Scenarios
- Documented High Level Process Designs
- Success measures
- Helen Whetton (SME Solutions Director)
- Helen Slinger (SME Channel Management Director)
- Beth Mitchell (SME Commercial and Props Director)
- Relevant Sales Director(s)
- Relevant Service Director(s)
- Jag Binning (SME Programme Manager)
- Initial engagement at QIP/AIP Impact Assessment stage to determine if trial is needed. Reviewed at mobilisation to ensure any change in scope doesn’t change the initial assessment.
- Carried out by Olivia Lewis (SME Trials Manager) or Simon Evans (Senior Manager, Customer Trials)
- In depth engagement once CX workstream has commenced to enable the Approach and Strategy to be drafted.
- Carried out by allocated Trials Specialist/ Professional
- All agreed Trial Success Measures and Exit Criteria have been met to ensure a no surprise launch
- More likely a decision to launch at risk will be taken as not all criteria will have been met. In this circumstance the proposal must be approved by the End to End Experience Lead via the Design Align forum
- AIS
- Experience Design
- Sales Tools
- Digital
- Legal
- Sales Operations
- Commercial and Propositions
- Reporting
- Readiness Managers – Early strategic project scoping, focusing on SX / XD
- 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
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