Designing Digital Products and Services That Customers Want
Name
2013_0301_Customer-centricDesign_ReynoldsWeill.pdf
Size
2.1 MB
Format
Adobe PDF
Checksum (MD5)
b2b8162c734edf87eacc645bedf71dfa
Author(s)
Reynolds, Peter
Weill, Peter
Date Issued
March 21, 2013
Publisher
Cambridge, Mass.: Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology
Citation
Reynolds, Peter and Peter Weill. “Designing Digital Products and Services That Customers Want.” MIT CISR Research Briefing Volume XIII, no. 3 (March 2013). https://dspace.mit.edu/handle/1721.1/174978.
Series/Report no.
MIT CISR Research Briefing, Vol. XIII, No. 3
Abstract
Leading firms increasingly engage their customers in the design of digital products and services to deliver new, innovative solutions. This briefing describes four practices for successfully engaging external clients in the design of digital products and services: (1) clear accountability for customer experience, (2) development of deep customer insight, (3) co-design with customers, and (4) ongoing customer engagement. We illustrate these practices with an example from Credit Suisse's HOLT business unit redesign of its financial evaluation tool to deliver a simple and intuitive web-based product for its clients.
Subjects
Innovation and Strategy
Digital Innovation
Terms of Use
CC BY-NC 4.0 (Attribution-NonCommercial 4.0 International)
Persistent DSpace Link
