UXDX Community:EMEA Series

Understanding the core need to invest in design and driving CX initiatives is critical for any business to scale up. Globally, businesses like Apple, Microsoft, and Samsung have set a benchmark with their consistent focus on Design as a practice. A CX strategy that gives clarity to all stakeholders on the vision, strategy, and goals can set the right direction and confidence to all stakeholders. My talk will have a clear focus on 4 outcomes for the audience:

• How to understand the business, product profiles, and total addressable market.
• How to create a solid case for investing in CX.
• How to set the right CX strategy for cross-functional teams to work together with.
• How to set SMART goals and measure the outcomes for the best CX ROI.

Case study at Streetbees, a human intelligence platform which is disrupting market research.
I focused on developing their mobile app in order to share surveys with users and gather data.

Over 9 months, I managed to:

• Improve onboarding in order to decrease CAC
• activation
• Retain bees & # data points/ bee

https://docs.google.com/presentation/d/1QB1xJE8YMHHRiNE5rkeQUDMp16G7YlTJliSVX-63jvw/edit?usp=sharing

I'll share my experience of the last 4 years at AJ Bell, going from the first solo UX person to now a centralised team of 5 people across different products and how the mantra of "think BIG, go small" has been a game changer in introducing UX and embedding design thinking into product roadmaps. Exploring the need for patience, changing mindsets, implementing design processes where non previously existed and how by planning the big picture in advance you can then focus on the small stuff. I'll share my wins and losses and touch upon what I think are my 3 UX superpowers!