CX, UX, & Service Research and Design Consultant
SEASONED CONSULTING LEADER with extensive SERVICE DESIGN and CX/UX/CAI expertise. A HANDS-ON LEADER with a proven track record guiding organizations and teams through E2E technology-driven change, emphasizing holistic human-centered research and design.
CHAMPIONS DESIGN-LED DIGITAL TRANSFORMATION, leading teams that employ industry-agnostic, human-centric methodologies to enhance products and services, prioritizing exceptional customer experiences, E2E service designs, and design excellence.
INDUSTRY EXPERIENCE
- Telecom
- Financial Services
- Healthcare
- Transportation and Logistics
- Retail, Consumer Goods
- Education
- Hospitality & QSR
BRIDGES THE BUSINESS-IT GAP by spearheading Agile, end-to-end, human-centered research and design programs. Program teams extract valuable insights via Design Thinking workshops and user research identifying goals, pain points, and areas for improvement. Collaborating with client leadership, the teams articulate clear business values, capabilities, and criteria for success, fostering actionable, transformative strategies.
GOVERNS PROGRAMS AND PROJECTS FROM INITIAL CONCEPT THROUGH TO SUCCESSFUL DELIVERY adhering to best practices in design and governance, ensuring projects meet quality standards, budget constraints, and deadlines. Collaborates with product teams to write Agile epics, features, themes, stories, and tasks. Works with dev teams to groom features, build backlogs, and define sprints.
Service Design vs UX Design
These disciplines often overlap and when managed effectively they can complement each other to create holistic user-centric services.
Design-Led Transformation
A human-centered approach to change
Successful digital transformations are dependent upon user and customer adoption; thus, great user and customer experiences are critical to achieving successful outcomes.
When exceptional service designs are integrated, configured, and mapped to a human-centric, well-designed, aspirational customer journey; the results will be a delightful customer experience.
DLT – PHASES OVERVIEW
DISCOVER – Executive leadership defines the vision, objectives, scope, and success criteria. Data and insights from customers are gathered through research, interviews, focus groups, and data analysis. These insights are used to understand the customer’s wants, needs, and pain points.
DEFINE – Cross functional teams participate in Design Thinking Workshops. The workshops provide participants with an immersive, collaborative process for empathizing with users, defining problems, brainstorming solutions, prototyping them, and testing their effectiveness. The workshops promote open dialogue, encourage divergent thinking and support iterative improvements with the ultimate aim of producing innovative user-focused outcomes.
Journey maps are utilized to visually represent and analyze a user’s experience with a product or service, capturing their interactions, emotions, and touchpoints throughout the entire process. Current (as-is) end-to-end customer journeys are mapped and validated. Participants also collaborate to create a holistic view of the aspirational (to-be) end-to-end journey highlighting the desired outcomes.
Once gaps between what exists today and the desired state is identified, high-level features, new technologies, or upgrades to existing technologies and business processes necessary to close the gaps and deliver desired outcomes can be determined.
Scoping exercises are used to estimate the efforts needed to develop new features, integrate new technologies, and enhance existing digital systems and business processes.
DEVELOP – Features are prioritized, and requirements are orchestrated in an Agile manner. Themes, epics, stories, and tasks are written and entered into a backlog. UX design begins, and stakeholders collaborate iteratively as the UX and associated UIs evolve. As features are groomed and accepted by dev teams, development begins. Rapid prototypes may be developed for validation.
DELIVER – Features are delivered, and testing begins (integration, UAT, regression, etc.). When new features are deployed to the market, monitoring and evaluations begin. Adjustments, improvements, and innovations are continuous and based on data analytics and customer feedback.
Portfolio
Core Values
- Be Unique
- Challenge with Vision
- Continuously Innovate
- Always Encourage
- Build Credibility
Patents
Contact
Mobile: 678.522.5858
Email: rob.andres@dmm-adv.com