User Experience Design

CHAPTER 23EXPERIENCE TRANSFORMATION PROGRAM PLAY: How do I build a robust program around Experience Transformation?

Many leaders believe that the secret to becoming a user‐first company like Airbnb and Apple is investing in a team of designers. In reality, it takes much more—it requires an organizational system that supports a user‐first strategy. A system that is geared to nurture and support the bv.d system that was discussed in Chapter 7.

The experience transformation program play deconstructs all the critical components to enable you to define, operationalize, and govern an organizational system around this strategy.

Why Do You Need the Experience Transformation Program play?

This play will allow your business to:

• Realize meaningful return on investment (ROI) on your investment in experience design;
• Build a sustainable system with the proper tools and techniques for every facet of an experience design program;
• Achieve market differentiation and long‐term value by implementing an organizational focus on users and experiences;
• Understand how to use experience design to drive growth and innovation.

Who Are the Key players in the Experience Transformation Program play?

ROLE	WHO’S INVOLVED	RESPONSIBILITIES
DRIVER	Chief experience officer (CXO)	Owns the ...