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System Strategy: the essential framework for driving customer experience and organizational effectiveness

By mapping the customer journey, mapping organizational service models and capabilities, and understanding how the two align, organizations are able to uncover opportunities to improve customer experience and service delivery. Whether to solve short term challenges or establish forward thinking strategies, the system strategy framework is essential for day-to-day product teams and business leaders.

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It’s the experience that makes the product, not the features

Putting experience first from the MVP on up. Lee’s slides from a 60 minute talk at FITC UX. This is a product planning primer on taking measured steps to get your digital product to market using fewer resources while ensuring you’re targeting market needs.

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An introduction to user experience design and Say Yeah!

This deck outlines a framework and scope of services for effective and collaborative user experience design (UXD), first by understanding the customer journey, then by highlighting how an organization can deliver a better customer experience by aligning its efforts to user needs.

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