The Art of Creativity…

It’s 2020, our customers are raving about our easy to use delivery process, within weeks our customers achieved their outcomes and upfront, decisions were made based on real insights that influenced how they would build their pipeline. New revenue was generated and huge savings were made. Customers, stakeholders and employees interact with our multichannel services, with ease and simplicity, gliding through systems, feeling delighted by the entire experience.

How did we do it?

We delivered solutions that use one basic formula.

Collaboration + Innovation

What does it equal?

Creative confidence

Our tools and methodologies enhance creative problem solving, they support scalability and automate the way we work, enabling our leaders and consultants to work at greater scale.

Our consultants transform business thinking by putting people at the heart of the decision process. Our technical gurus deploy systems within weeks not months. Our customers come back for more and the end user experience is seamless…

Oh wait… I’m not thinking about the future, this is now and it’s still 2017!

Our teams are already innovating and our customers are achieving their outcomes. Everyday we collaborate, our development tools have already reduced the time it takes to deliver an entire system. Our designers and researchers have improved quality of life. It’s not just technology and digital experiences, it’s:

  • Creating new approaches to health
  • Creating user-centred government services
  • Creating new ways of working for employees
  • Creating better ways to manage our money
  • Creating new ways for technology to help humans

We removed the fear of being creative and we made it familiar. Creativity is not special.

Working and delivering in a technical environment within an IT company is exciting. The opportunity to transform lives, enhance experiences – whether it’s the experience of the customer, the business or the employee has become cathartic. Technology has become the enabler. Design thinking is transforming technology. Design thinking is a core competency built for the future.

What next? Longevity

Find out how we at Sopra Steria have become masters of design thinking, integrating people into our IT process right from the start.

What are your thoughts? Leave a reply below, or contact me by email.

Service design should create a positive and cohesive experience

At Sopra Steria we create digital experiences that people choose to use. Service design is thinking about a holistic experience, engaging with the user at various different touch points and ensuring it’s not just seamless but meaningful too.

Understanding the changing market environment, analysing customer behaviour and how the customer will use and experience different services, we can gather insight that enables our digital teams to develop effective and innovative ways to engage with the customer. Our innovative thinking is nimble and we want to make sure our customers get the best competitive advantage when it comes to creating and building solutions.

Technology can provide the tools at every touch point, providing lean customer centric experiences. Such tech services can range from mobile and tablet devices that allow the user to interact with a service without the need for staff, or wearable tech that can personalise data and content just as they enter a certain location. Whatever the tech solution, understanding how and why the customer will use the service in context will ensure that the service connects on a visceral level.

Intrinsically motivating the customer creates loyalty and trust to a service or brand. Bringing the data and the tech together means that we can deliver a service that is enjoyable for the customer. So when we want to be innovative with our thinking and quickly respond to market trends, the customer trusts us and sees value in the service we are providing.

This is why I believe it’s not just about the product or the great piece of tech, it’s about the process. Whether the business goal is to save operational costs, support customer retention or enable staff to solve problems more effectively, the end result is simple – to create a positive and cohesive experience for the customer and the employee.

How do we even begin to ensure the process is right? Collaboration…

What’s the difference between Customer Experience (CX) and User Experience (UX)?

Let’s first define the two…

Customer Experience

The experience the customer will have across all touch points (online and offline), covering the relationship between the customer and the brand, from sales to operations, phone call to online interaction.

User Experience

UX focuses on the touch points with a digital interface, each a subset of the brand. UX encompasses how the digital experience makes a user feel and how usable that experience is throughout the entire process, before during and after.

Collaboration of UX and CX

Depending on what the customer or business requires, the work of the CX and UX person will overlap. In order to achieve a seamless experience the UX designer must first understand how the user will interact with the various touch points by gathering research, design and development material and aligning it to the customer journey map.

The result

Collaborating together on the customer journey we can create experiences that enable contextually aware data to be gathered, understand the goal of the customer, what the user wants to achieve and ensure they enjoy a seamless experience from start to finish, whether they are online or offline.

So what do we call this holistic experience? Service design.