Founder and Strategist at Gearmark. I have helped companies get results from their Web/mobile sites, apps, and customer service organizations for over 20 years.
I have helped companies get results from their Web sites, Web/mobile apps, and customer service organizations for over 20 years. It's funny - I was thinking about Customer Experience long before the term existed as a frustrated UX professional who wanted to change actual process - not just the site or apps!
My approach is unique because, although I agree that a vision needs to exist, I strongly believe in the power of Agile and incremental change. Moving to a final state vision NOW may be the desired result, but I have seen time and time again that doing that can be a huge mistake. Spending more than a few months on a project can sometimes miss a market opportunity with the team's focus on being "perfect" rather than "better than what we have today." Sometimes, a change will happen by force and you get scope creep. After a few months of that, your project is lagging and you are now behind in the industry. And to catch up, you change scope. And the project NEVER ends. Nothing launches. And you are spending millions for no gain.
And without visualizations in the process - magnify the confusion by five.
To me, products and functionality are living like people. We are influenced by our experiences every day - as projects should be. This is why short sprints for implementations work better.
With customer feedback nothing can stop you. Talk to your customers frequently to find out what they want and incorporate that feedback. Your customers will notice.