My CX & UX Processes
Phase 1
Both CX and UX
Discovery & Research
Define Objectives – Clarify goals, scope, and success metrics.
Identify Stakeholders – Map internal/external stakeholders and their roles.
Conduct Research – Gather qualitative (Ethnographic research-field observations, interviews, focus groups) and quantitative (surveys, analytics) data.
Map the Current Journey – Document existing touchpoints, channels, and interactions.
Identify Pain Points – Highlight friction, gaps, and moments of frustration.
Understand Customer Personas – Build profiles representing key customer segments.
Analyze Competitors – Benchmark against industry peers and best practices.
Synthesize Findings – Consolidate data into actionable insights.
Prioritize Opportunities – Rank improvement areas by impact and feasibility.
Present & Align – Share findings with stakeholders and gain buy-in before moving to design/ideation.
Phase 2
CX and UX Differ in the Approach:
CX is focused on the overall experience with a company's brand at all the touchpoints including in store, support, and digital etc.
CX Design/Ideation
I break down silos within a company to ensure a seamless transition between marketing, sales, the product itself, and customer support.
Strategy & Design: Design touchpoints and service blueprints, prototype solutions. Create training adjustments for all groups included in the chang with standardized playbooks for how the brand should "feel" and respond at every touchpoint (e.g., standardizing the tone of voice for customer and service agents).
Voice of Customer (VoC) Collection: Aggregating massive amounts of data from support tickets, social media mentions, return rates, and high-level surveys to gauge overall brand sentiment.
Journey Mapping: Documenting the end-to-end lifecycle of a customer segment. This means mapping out every single interaction they have with the company from discovery to post-purchase support.
Effort and Impact Mapping: Map out how much effort does it take to have an impact and is it worth the change.
Cross-Functional Alignment: Taking the pain points found in the journey map and working with different departments (billing, marketing, retail staff) to fix broken processes.
Pilot Program: Pilot a specific customer journey or experience before rolling out changes broadly.
Pilot Implementation: Build cross-functional teams, deploy technology, tools, train staff, launch initiatives across channels.
Pilot Continuous Measurement: Tracking macro-level business metrics to see if customer loyalty and satisfaction are actually driving revenue.
UX is a specific interaction with a digital product.
UX Design/Ideation
I focused on removing friction from digital products or solution.
User Research: Conducting 1-on-1 interviews, surveys, and competitive analysis to understand exactly what the user needs the product to do.
Information Architecture (IA) & Wireframing: Organizing how the information is laid out (IA) and creating low-fidelity, black-and-white sketches of the screens (wireframes).
Prototyping: Building interactive, clickable models of the product that look and feel like the real thing, even if there is no underlying code.
Usability Testing: Putting the prototype in front of real users and observing them as they try to complete specific tasks (e.g., "Try to reset your password") to identify points of confusion.
Visual Design: layer in the aesthetic elements such as branding, colors, typography, and imagery are applied to the interface.
Phase 3
Implementation and Optimization
Rollout Pilot out to Company: Proven initiative to increase measurable company revenue growth anchored in customer loyalty and satisfaction metrics.
Continuous Measurement: Validating whether loyalty and satisfaction gains are converting into measurable revenue growth
Phase 3
Implementation and Optimization
Handoff: Delivering the finalized, tested designs to software developers and staying engaged with the team.
Continuous Measurement: Analyzing customer flow information, including heatmaps and click through data after launch to make further tweaks and understand how it's actually driving revenue.