Interview with Olivia O’Connor
Owner and Founder of Liv By Design, Olivia O’Connor
The last 2 decades have seen a cultural shift towards understanding, meeting and exceeding customer expectations. The rise of the internet, e-commerce and social media spurred this on. Today, AI is the next big influence on the CX landscape.
Olivia O’connor from Liv By Design explains that for innovators seeking an edge, design thinking offers a powerful framework for enhancing CX.
Originally a concept in traditional design, it is now a widely-used problem-solving approach, with 5 stages rooted in empathy and creativity.
Empathy: put yourself in your customer's shoes - The goal of this first stage is to gain insights into your customer’s experience at every interaction with your business.
Define: identify the core issues to address - In this stage, put together the information you gathered and distil the main issue to address. Write a clear problem statement—a short and actionable sentence or question that defines your CX direction.
Ideation: creative solutions beyond expectations - Now you can roll out the butcher's paper. It’s time to brainstorm how to address the identified problem and improve your CX.
Prototyping: tangible representations of your ideas - The word ‘prototype’ might suggest expensive, extensive and intricate development processes—but in design thinking, this stage is simply about bringing your ideas to life.
Testing: get real-world insights - This last stage is about putting your prototypes in front of your customers as small-scale tests.
Watch full episode :
Listen to full episode :
