How to make design part of your customer engagement strategy

Companies often spread the customer experience across multiple business units. Customers interact with businesses through a range of activities but view this as an end to end service, and will judge their overall brand experience holistically through each interaction. Engaging customers across multiple touch points requires a total view of the service. This talk will help you look at your business through the lens of the customer to identify and understand their pain points, so that we can work towards designing an improved experience.

Stuart Curran

Stuart Curran

Lead Consultant, ThoughtWorks

Stuart is a Lead Experience Design Consultant at ThoughtWorks with a background in information architecture, design and user research. He leads the interaction design capability for ThoughtWorks in Europe. In his spare time, he runs Lean UX London, a regular meetup for designers working in Agile software development.