How to bring known Customer Value Propositions (CVPs) to life through a compelling customer journey that illustrates high-value changes and forms the organisation’s book of work.

Our team undertook a streamlined 6-week approach consisting of a three-stream initiative that included an experience journey stream, an experience design stream and a change experiment stream.

We divided the work up into stakeholder interviews, high-fidelity concept designs and design sprints, guiding pillars and experience pillars. Using change experiment labs to measure success, we developed 6 design initiatives with 20 related components, produced 49 associated projects for the book of work and created an illustrative to-be journey.