Use the blueprint to achieve outcomes
Perhaps your goal is to drive new revenue through innovative products and services – such as a new consumer banking portal. Or you may want to reduce costs through modernizing existing platforms. Whatever the case, service design delivers a blueprint that helps optimize efforts across all human and digital touch points. Fortunately, next-generation open platforms like Cora enable the rapid integration of the right digital building blocks – across AI, automation, and analytics – at the right time based on changing user needs. In addition to digital innovations – such as wearables, robotics process automation (RPA), conversational AI, mobile, or virtual reality, to name a few –the blueprint provides a holistic view across digital and non-digital touch points.
A global hospitality leader faced problems in existing income journal and accounts receivable, resulting in finance and accounting (F&A) imbalances. Integration of the front-, middle-, and back-office F&A processes was inconsistent and inefficient. Service design helped reimagine the user journey with operations teams. The blueprint guided the redesign of the process, uncovering opportunities for RPA implementation and reducing resource needs by 35 percent in the middle and back office.
Whether you want to grow market share, reduce costs, or optimize internal processes, experience-driven transformation provides the holistic end-to-end approach you need to achieve your goals. These three steps can jump-start you – enabling you to create a culture of design, underpinned by innovative tools and new ways of working. Let us know any best practices in experience within your organization.