10 Steps to Building Digital Platforms

Over the coming weeks IntelligentCX will be publishing the 10 steps to building digital platforms which enable great intelligent customer experiences. These steps will come in the form of 10 articles (11 including this one!) which are designed to help, support and explain the key elements, considerations and risks ensuring the successful completion of projects. We will also be providing some useful tools under the resources section to help along the process.

These steps are drawn from experience gained in building customer experiences which deliver value to customers and reciprocal insight back, drawing on live, successful systems which are already out there and being used in production environments.

Building Digital Platforms – The 10 steps

It’s important to understand the steps following are for guidance purposes and every project will have differing requirements, hence it’s important to maintain flexibility and use these as foundations to adapt from.

  1. Finding the Pain – MAP your business, MAP your customer
  2. Pain Relief – Solutions for customers and your business
  3. Don’t forget the Data – Identifying the data needed and defining every aspect of the data, from where to get it to how to get it in to whatever your building
  4. Platform 1 Please – the beating heart of the system, its requirements and details
  5. The User Experience – the front end customer facing part of the system
  6. Can’t Measure It, Can’t Improve It – Analytics and Insight ‘what and how’
  7. Money, Money, Money – Monitizing every possible channel
  8. The Business Plan – bring it all together sell it and fund it
  9. Execution – build the thing J
  10. We Have Lift Off – Communicate / Launch / Market

Taking a cursory glance at the above 10 steps, its important to highlight that from 1 to 7 are all about being able to create number 8, the business plan. In its traditional sense the business plan is probably less detailed to what is being proposed here and maybe ‘business plan’ is the wrong name for it, but ultimately step 8 is the key that enables opening out to the wide world that the project will operate in – other departments within your business, senior stakeholders, sponsors, potential investors. More importantly though this document will become the gospel of the whole project and used as key reference point to everything that followings from communicating the value and securing funding, to executing the development and building a marketing plan.

Want to get started? step one of building digital platforms for IntelligentCX is here

Step 1 Finding the Pain Using 'Experience Maps'
Step 1 Finding the Pain Using ‘Experience Maps’


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