Develop critical insights

A chief design officer used to focus only on physical hardware design. However, the customer's expectations show the need to understand the entire customer journey.

The tools

Map your customer's end-to-end journeys and identify any pain points. You may need to consult your company's marketing and other teams to consolidate the information. Then, for each customer pain point, challenge the organisation to create one physical, one digital, and one service solution.

The goals

The chief design officer has a unique position to challenge the organisation to solve the user's needs.