Redesigning business culture and thinking around the customer

By Tim Loo @timothyloo

We've all been there. The business brief to improve the customer experience is clear. The insight from the customer and the business point to obvious opportunities.

As a team we've designed innovative solutions creating a win/win for the organisation and their customers. And then, like a patient rejecting the life saving transplant from an organ donor, the solution doesn't take. Or worse, they do nothing. In many cases, it's the culture of the organisation that is the barrier to step change improvement. 

In a session at UX Strat 2013 I talked about the role of business culture in customer experience and challenges and opportunities for the UX strategist in redesigning organisational attitudes and thinking around the customer. Here is my slideshare from the session.

If you are having trouble viewing this presentation, try watching it on Slideshare here:

UXSTRAT 2013: Redesigning business culture and thinking around the customer - Tim Loo from Tim Loo

Other presentations from UX Strat 2013 can be viewed here.

More content on developing a UX strategy here


Tim Loo

I’m the Strategy Director at Foolproof and head up our Experience Strategy practice. I take a lead role when our clients are looking to formally create an experience strategy, plan and measurement framework. It’s an exciting area to work in and an increasingly critical and integral part of many a corporate’s business strategy.

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