Stephane Letisse

What?

Design sprint master. Involved stakeholders in understanding customer experience, and redesigning business model products by an MVP test:

° Co-create product strategy vision in order to de-risk future investments

° Redesign and test a prototype in MVP mode.

How?

0 - Scoping phase

° Brief workshop: define goals, deliveries, methods

° Organized a task force (transversal team).

° Collect, well-structured customer data/insights

° Plan UX research (explore & testing)

1 - Design sprint product vision (2 days)

° Lightning talk + assumptions

° Exploratory interview

° Define job-to-be-done vs intern proto-personae

° Customer/User journey

° HMW + Dot voting

° Benchmark

° Ideation

° Risk & reward

2 - Design sprint product redesign (2 days)

° Up-to-date benchmark + IA Discovery

° 2 User flow + priority guide

° 2 Prototypes

° Research : card sorting + user testing

° Impact matrix

° Storytelling & retrospective

Type of intervention :

Service designer/facilitator for a unique and clear vision of the ideal customer journey with high-level concrete strategic action points. Raising teams' awareness of the customer-centric approach with 50 online customers/managers involved (Germany, Belgium, Spain, Italy, France, etc.) and 40 employees in a cross-functional approach with different levels of management.

Goals:

Build a target strategic vision of the digital customer journey (all points of contact) for SNCF Réseau with a top-level management team, based on customer needs, irritants, and major expectations.

Type of deliverables for the project :

Research, Job-to-be done, Service blueprint ASIS/TOBE, business/process canvas, recommendations into strategic PowerPoint presentation for CEO audience reported to french prime minister.

Steps:

0 - Scoping phase:

° Brief workshop core team involved

° Stakeholder mapping workshop

° Summary stakeholder interview 1 to 1

° Collect and summary research ASIS

1 - Understanding phase:

° Lightning talks/Service blueprint ASIS

° Customer interview, co-creation workshop

° Empathy map/Personae

° Customer journey mapping ASIS

2 - Converge/prioritization phase:

° Service blueprint TOBE

° Swot/opportunity matrix

° How might we?/Dot voting

° List of strategic action recommendations

I help small Startup/NGO as well as large companies to design products, services and their organization.

How can I help you?

1 - UX Researcher/strategist: set up UX methodology to discover, and solve user/client problems, and bridge the gap between business goals, team, and user/customer habits/behaviors.

2 - Lead service/UX designer

Set up UX/Service design culture as part of an iterative process at different decision-making levels, depending on your ecosystem, your UX maturity, your budget, and your timetable.

3 - Innovation/product design: Lean startup, Design Sprint master for small team/large team to push innovation in our organization in a short time before launching products or services.

4 - Teacher in the Design process, design thinking/design sprint :

- Webschool factory Paris (Master design),

- Cevora Belgium (employee, self-employed, manager).

Clients

♾ VOO Belgium: Coach Service designer / Research strategist

♾ Smartbe: Service designer / Facilitation / Research

♾ PSA - E-commerce: Design sprint master / UX strategist.

♾ Startup Citizen Mobility: Service/Lean UX Designer.

♾ Apthus Health Lab (Merck laboratories): UX Designer

♾ MAIF: UX Designer/UX Architect

etc.