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Do you care about delivering really great products that delight your customers? Are your customers passionate advocates for your products? Or is the customer experience at the bottom of the priority list, well after features and speed-to-market?
In the perpetual struggle to get to market ‘on-time and on-budget’ all too often companies end up focusing on delivering features and functionality, rather than creating desirable products. While they may be concerned about quality, they are not necessarily measuring quality from the perspective of the people who are most important, the customers who use the products.
IT organizations, using agile principles, are more responsive to business needs and will strive to ensure that the development team 'builds it right'. However, without fully incorporating the end customer into the product development process they risk losing sight of what they are building and who they are building it for. Only later - when it’s too expensive to fix - do they realize that customers can't, don't or won't use the product.
To avoid these problems we add our secret sauce into the mix: Agile + Customer Experience + Innovation = Agile Experience Design.
At ThoughtWorks we have moved beyond simply building the product right. We apply Agile Experience Design throughout the product development lifecycle to ensure that we rapidly deliver a superior product - targeted at the right customers and with a compelling customer experience.
In our September briefing we demonstrated how Agile Experience Design has enabled us to deliver great products that meet business needs as well as delight customers.
Marc McNeill is a proven leader and passionate advocate of placing the customer at the heart of business. He has over ten years experience of IT, user centred design and customer experience consultancy with a focus on web strategy, programme definition and successful project delivery. He has worked with clients from financial, retail, government and entertainment sectors, giving him a deep insight into crafting compelling customer experiences to reflect different user needs and requirements.
Lindsay Ratcliffe has worked for ten years as a Customer Experience Design Consultant. Her experience spans channels, platforms and industry verticals including Telecommunications, FMCG, Financial Services and Entertainment Media. She is passionate about creating satisfying and engaging customer experiences that deliver true business value.