Some of my favorite reads... Back of the Napkin by Dan Roam (hyperlink). How to use simple sketches to collaborate and share ideas.
You get the idea.
It’s all about turbo-charging innovation and inspiring a hyper-creative atmosphere through user needs and innovative opportunities.
And I love it.
For the last two years I've been at The Lab, with mobile operator O2. I'm the Customer Experience Dragon, and Digital Creative Director. I've been working on a huge variety of projects: from digital walls to smart technology; from developing a customer-centred design process to making data sexy. Yes, it can be done!
My career began in graphic design and developed into brand, website design, e-commerce, marketing and then into various Online Creative Director roles. Brands under my belt include Matell, Veetee, Chiltern Railways, Travel Supermarket and AirMiles.
My work at O2 has allowed me to develop a unique understanding of the latest techniques for developing new ideas in a lab environment with an emphasis on the customer experience.
My toolbox includes Lean UX, Design Sprints, Design Thinking (HCD), Visual Thinking, Kanban, Agile, Digital Brand Creation and Innovative Workshops for events. I’m also recently black belt trained in Customer Centred Design (CCD).
CX The Labway, is a human-centred design process that reduces time in delivering outcomes. It uses a combination of Lean UX, Design Thinking, Agile and Design Sprints. The process was used to generate new ideas and to grow them from mini-proof of concept, through to beta solutions.
How do you redesign the way mobile stores support customers? We developed Co-design days with O2 call centres and store teams using “empathy mapping” and “on and off-ramp” customer journeys, to create problem statements and new solutions.
The “Making Data Sexy” project was designed to inspire customers and boost sales of data packages. The team developed a number of MVP (Minimal Viable Products) over weekly design sprints leading to a 50 per cent increase in the data amount taken in initial tests.