Tim Loo presents a framework for aligning customer experience with business and brand strategy: assess the current experience, define a vision, prioritise a roadmap and measure progress. He also examines the skills UX practitioners bring to strategic work.
People
Tim Loo
Methods
RoadmappingRoadmapping helps a team agree which problems to address and how work should progress over time. Start with the intended outcomes and the scope of the team’s responsibility, then organise initiatives into themes and broad time horizons. Discuss priorities with the people who will deliver or depend on the work. Maintain the roadmap as evidence and circumstances change. Use it to communicate direction and trade-offs, rather than treating every item as a fixed delivery promise.
Product StrategyDefine the product problem and desired outcome, compare viable options, and make explicit trade-offs to select a direction. Use those choices to guide subsequent plans and priorities.