Great stuff. You might want to check out CXPA or talk to CCXP people, as the process described by you is something they were advocating for the last 5 years or so. Replace user with customer and digital with customer experience and this is almost 100% what they teach and stand for. Doesn’t reduce the value of the learning and sharing you do, just might be a great resource down the path.

--

--

Customer experience strategy resulting in new or improved products and services. We measure customer experience and create strategies.

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store
AbilityMatrix

Customer experience strategy resulting in new or improved products and services. We measure customer experience and create strategies.