You Asked, Forrester Answered: Questions About Customer Experience Design

Of the six disciplines in Forrester’s customer experience maturity model, design is probably the least understood. It’s is not taught in most business schools (although this is starting to change at institutions like Stanford and the University of Toronto). It’s also not widely practiced in most companies outside of specialized groups that focus on digital touchpoints. And so it remains a mystery to most business people. That’s a shame, because design is an incredibly valuable business tool — and it’s accessible to just about anyone in any organization.

That’s why I wanted to take time this week to answer some of the questions that I’m frequently asked about customer experience design. In fact, all of the following are exact questions that I’ve received from Forrester clients over the past year.

What exactly is this design thing again?

Design is both a process and a mindset

Let’s talk about the process part first. Designers typically follow a common set of steps when trying to solve a problem: research that helps them uncover deep emotional insights about people’s wants and needs, analysis that helps them identify the real problems and issues, ideation of dozens (or hundreds) of possible solutions, prototyping that helps them bring those ideas to life in tangible ways, and testing that helps them evaluate the proposed prototypes and solutions. Designers don’t go thought this process once — they iterate this process several times in order to learn from their prototypes and refine their solutions.

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