Finding and Solving Problems Before They Happen
Many companies face their risks reactively. They assume all is well until enough customer complaints come in or sales admits they’re having trouble selling the product. We’ll need to put new work on hold and fix the old features or product. You might be surprised by customers rejecting what you deliver and by what it costs to fix, assuming it can be fixed versus having to be scrapped or undone. If you are reactive, you might be out of touch with customers.
Great CX workers and processes foresee risks and address many before they happen, saving your company time, money, bruised brand perception, customer service nightmares, and other issues caused by faulty or disappointing products, services, and experiences (PSE).
CX should also document predicted risks more often so that should the CX work be skimped on or circumvented, when metrics are reviewed later, we would be able to demonstrate that we had documented certain negative outcomes as likely to occur. The hope there is that if there is a next time, someone decides to give CX a little extra time and budget rather than cutting either and facing the risks.
This is where your predictive risk management comes into play. You absolutely want smart experts who are able to foresee future negative events and drive the PSE in better directions earlier.
UCD Is Fluid, Flexible, and Can Be Modified to Match Each Project
CX experts already working within UCD (User-Centered Design) know that it’s not an all-or-nothing process. There are many times that we skip steps or tasks for good and bad reasons, including they’re not needed for this project or fix, or there’s no time, budget, or resources. Therefore, when UCD is done well, CX experts are strategizing each project to decide which tasks will be done, selecting tasks based on what fits the project best. In that sense, it can never be bloated.
The key to great CX and doing UCD well is to have the expertise and experience to strategically select what will get this project done efficiently but thoroughly and correctly. We are grounded in proper research, and we hire action heroes who know how to adjust the process to fit the project and situation. Delta CX uses our core principle of the cambiata to allow ourselves to be nonlinear and skip around UCD tasks and processes based on the strategy we decide will work best for this project. The cambiata reminds us to be agile and change direction as soon as we have good information that informs us of a better path.