CX Strategic Knowledge · CX Operations
11 pillars & ucd: the correct order of CX work (figure 7)
Research comes before strategy, strategy before design, design before delivery. Any other order is guessing.
The correct sequence of CX work runs from generative research through problem definition, strategy, prioritization, prototyping, testing, delivery, and post-release monitoring. Designing solutions before research is guessing; strategy without research is fiction.
Most teams know these steps. Fewer run them in order. The failure mode is jumping to concepts or delivery and backfilling a strategy afterward to justify what was already built.
- Generative research
- Problem definition
- CX strategy
- Prioritization
- Concepts, prototypes, testing and iteration
- Delivery and post-release monitoring
Strategy without research is fiction.
Apply this
Reading about 11 pillars & ucd: the correct order of cx work (figure 7) is one thing. Seeing where it applies in your journey is the useful part.