Strategic planning can seem daunting and highly company focused. However using the right tools, willingness to experiment, engaging people at levels in the company, making tough decisions and having the courage to implement, can make a difference. Using design thinking and service design tools and skills, makes the process people-centric, accountable, and measurable, while constantly adapting it to the changing business conditions increasing the odds of success.
The data-driven approach serves to investigate the context, by understanding key stakeholder demands, interests and preferences; keeping pulse on disruptive technologies, innovation drivers, and economic signals. The outside-in perspective helps plan for different economic scenarios and outcomes in a range of time frames.
By creating tangible prototypes of future journeys helps prioritise the projects and agree on the direction to kick-off the ideation for the different activities on the roadmap. Service design improves the experiences of both the user and employees across all levels to better support customer journeys. It does so by identifying and finding ways to eliminate the roadblocks and breaking down the departmental silos, oversee allocation of capital and other resources to optimise operations. Engaging employees right from the start of the planning cycle ensures, people unite behind a new strategy as they have a shared logic behind the need for change and support strategy activation.
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