Whether I’m coaching an internal team or working in consultancy mode, I always apply my strategic design process.

My process

1. Design research

I strongly believe that creating the future you desire starts by gaining an understanding of the present and developing empathy through research. In this phase, I focus on the current situation, looking at it from the human, tech, and business points of view. I dive into people’s lives to understand how they interact with products and services and learn about their needs and expectations.

Methods, tools and deliverables:

  • observation,
  • in-context interviews,
  • shadowing,
  • competitive landscaping,
  • macro trend research,
  • ethnographic research,
  • user interviews,
  • technology forecast,
  • qualitative research,
  • quantitative analysis,
  • market research,
  • customer segmentation and more

2. Disruptive insights and design strategy

Synthesis of research data, observations, and learning in the field help me to highlight pain points and areas for improvement and also spot themes and patterns, look for relationships, and discover disruptive insights. Crossing this human understanding with macro trends and the analysis of emerging technologies lets me uncover new business opportunities keeping you a step ahead. I’ll help you forecast the future. Once this is done we’ll frame the design challenge together so the design experimentation and rapid prototyping can start.

Methods, tools and deliverables:

  • stakeholder map,
  • journey map,
  • competitive landscape,
  • macro trends,
  • technology forecast,
  • experience mapping,
  • opportunity mapping,
  • key insights,
  • personas,
  • key challenges,
  • HWM questions,
  • value propositions,
  • key differentiators,
  • pricing model concept,
  • service blueprint and more

3. Vision and experience concept

Now we transition from gathering insights to ideation. We’ll bring the future into focus and begin converting problems into solutions.

Together we’ll define a clear vision to ensure that your innovation happens with a purpose. We’ll also answer questions like this:
What do you want your customers to say about your company in the future?
What role should you play in their lives and in society?
What end-to-end experience do you want your company to provide?
What motivates your employees to come to work in the morning?

This vision will be reached through iterative rounds of ideation sessions and strategic workshops.

By swinging between the divergence of solutions and the convergence of selected concepts, we’ll give the vision a shape — ensuring that it answers both human and business challenges and needs.

By exploring every dimension of the experience, we’ll define what the ideal customer journey of the future should look like.

Methods, tools and deliverables:

  • experience concept,
  • product/service overview,
  • vision definition,
  • ideation workshops,
  • strategic workshops,
  • future customer journey,
  • brand strategy and more

4. Experience design and prototyping

I tackle complex problems and bring design solutions to life that will transform your business and change how people work, play and live. All the way through the process I keep the user at heart, injecting brand DNA into successive rounds of prototyping, testing and validation. Prototyping represents an essential stage of my design process — providing a quick and risk-averse way of getting ideas into the hands of the people I’m designing for. It also allows me to iterate efficiently. The fruit of all the love I give to any design project is the delivery of useful and enjoyable solutions for the audience they’re destined for.

Methods, tools and deliverables:

  • sketches,
  • mockups,
  • wireframes,
  • interaction concept,
  • 3D CAD models,
  • 3D visualisations,
  • 3D animation,
  • prototypes,
  • real-life prototypes,
  • user testing,
  • desk prototypes,
  • validation and more

5. Experience roadmap

We’ll use the holistic vision of the future customer journey to clearly show the different levels of change required in everything from customer-facing touchpoints to organisational policies.

Together, we will then evaluate the priorities to set up the foundations of this future journey and initiate the transformation of your business.

Going from 0 to 100 in a few weeks is rarely possible. But the creation of an experience roadmap will enable you to harness the full power and potential of innovation — by seeing a clear plan of action that is ambitious, holistic and realistic.

Methods, tools and deliverables:

  • project roadmap,
  • product roadmap,
  • business transformation strategy,
  • future customer journey and more

6. Implementation and evaluation

I strive to create innovation with outstanding quality, ensuring that we don’t lose sight of the user’s interests during implementation. Working hand-in-hand we’ll shape your business model of the future, taking all potential risks into account. We’ll overcome any challenges that get in the way of innovation, including priority changes, short-term thinking, technological constraints, achieving consensus and hierarchical decision systems. Together we’ll bring solutions to market which are capable of developing and improving over time.

The improved experience the company aims to deliver could require structural or communication changes in the organisation and a new team of experts may need to be formed. Internal changes should be made to constantly measure, analyse and improve the delivered experience. I’ll be your guide through the evaluation of new experiences against the KPIs set in previous steps.

Methods, tools and deliverables:

  • business model,
  • risk map and mitigation,
  • refined pricing model,
  • design programs,
  • solutions specifications,
  • 360 governance and more