Design Thinking - Your CX Enhancement Tool

Design Thinking is a problem solving approach that focuses on understanding needs, emotions, and/or behaviors of users / people to create innovative solutions.

So to use design thinking to improve your customer experience (CX), business should follow these steps (in a recursive order):

1. Empathize with your customers

2. Define your problem

3. Ideate solutions

4. Prototype & test

5. Implement & iterate

In Human Resources, we can start by understanding pain points of your employees by conducting employee surveys, focus groups, or interviews. Once you have understanding about that, define the specific problems or challenges you are trying to solve. This could be anything from streamlining onboarding process, or improving employee engagement.

In Low-code Development, design thinking can help organizations create applications that better meet the needs of their users and drive better outcomes. Let us see this example of implementing Sales & Service Cloud from Salesforce to your organization.

• By understanding the needs & goals of your agents, you can gather insights about their experiences with existing sales & service processes.

• By defining the specific problem / challenge, you can start brainstorming potential solutions to the problem.

• With real users (agents selected), you can propose your prototype and receive their feedback, then refine your prototype & make improvements.

• Once you have a solution that works, implement it and continue to iterate based on user feedback. Always measure the impact of your solution and make adjustments as needed to ensure it continues to drive better outcomes.