Project Management Institute
Case Study: Digital Platform
Overview
I was engaged to lead Digital Transformation initiatives through the development of a Digital Product Portfolio and an enterprise-level digital Experience and Design Team including; Digital Research, Product Management, Enterprise Product Design. By guiding senior leadership team by driving the development of an Agile and Lean/UX program model to manage global product development strategies, and operational models for researching, reporting, analysis and continuous improvement.
I was responsible for CX, UX and Digital Transformation initiatives and for the continuous refinement of product design strategy in order to drive customer growth. PMI’s platform consisted of a growing portfolio that includes all the digital properties, micro-sites, SaaS products, and eLearning solutions needed to support an organization with over 6 million members worldwide, and that is delivered via desktop, mobile, voice and IoT channels.
Process
eLearning & Omnichannel Strategy that aligns initiatives with key organizational priorities to Emphasize the Impact of UX Metrics
I was able to clearly illustrate the critical role of outstanding user experiences in contributing to organizational success and utilize UX metrics that are transparent and easily understandable to all stakeholders. By connecting these metrics directly to the overarching organizational goals, I was able to drive a positive correlation between a superior user experience and business outcomes and address Hidden Costs of Subpar Products and Services.
Insights
The ability to Identify and bring attention to the hidden costs associated with consistently delivering subpar products and services was a game changer.
These costs may include customer dissatisfaction, increased support inquiries, and a negative impact on brand reputation. Articulate how your UX efforts will systematically eliminate these costs by enhancing product quality and user satisfaction.
Strategic Approach for Cost Elimination: My team was able to showcase a strategic approach to eliminating hidden costs through improved user experience. Outline how your initiatives will proactively address pain points and usability issues, leading to a reduction in customer churn and support overhead. Illustrate a systematic plan for continuous improvement, emphasizing how this approach aligns with executive priorities for efficiency and cost-effectiveness.
Results
I successfully increased customer adoption and retention by implementing user research-driven Lean/Agile methodologies. This approach resulted in concrete and measurable advantages.
Clearly communicate the concrete and measurable advantages of prioritizing user experience. This could include increased customer loyalty, positive word-of-mouth referrals, and enhanced brand perception. Quantify improvements in customer satisfaction scores and highlight how these improvements contribute to the organization’s overall success.
By aligning your initiatives with these principles, you not only address executive priorities but also present a compelling case for how investing in user experience directly impacts the organization’s bottom line and long-term success.
