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CX design process

The customer experience design process has 5 stages. Understanding, Discovery, Ideation, Validation and Implementation. Understanding requires looking at insights gained from feedback we receive from our customers. Discovery allows for situational assessment and what we want to deliver in such an experience. Ideation fills in the gap identified between where we are vs where we want to be with ideas that will create the desired magical entertaining experiences. Validation allows us to experiment and test changes whilst measuring customer reaction seeing which have the biggest impact on the value we bring to customers and the business. Biggest value drivers are then implemented and we make these part of the experience and communicate it to our customers and align our team internally by supporting them with the right training and tools. You're in control of the experiences your customers have with your brand. How are you designing your customer experience?