Markus designs digital and multichannel products & services at O2 UK. He created Customer Centred Design at O2 generating higher customer satisfaction and a better ROI for their products and services. Markus’ background is in product design and engineering. He ran his own design consultancy for 8 years before joining O2 in 2006. Markus also works with the Design Council and Royal College of Art.
DAY 2 – Donald Gordan Theatre – 10:15AM – 12:15PM
How Customer-Centred Design Helps O2 Create Better Products & Services
At O2 UK we have created a new, design based product development process to the called CCD (Customer Centred Design). It consists of 3 parts:
1. Guidelines defining an O2 branded experience
2. A five-step design process to create products and take them to market, including CE governance
3. Effective tools and training for designers, product managers, business analysts, technical architects etc.
CCD is now successfully embedded in O2 UK and has enabled us to deliver better, differentiated products & services, with higher customer satisfaction and higher return on a 9-figure annual investment. It also galvanised the organisation behind a customer centric philosophy.