Slides for Is UX Strategy even a thing?[](https://www.prodpad.com/product-management-resources/avoidingagencytrapslides/) We hear a lot about UX strategy but what is it and how does it differ from business or product strategy? Do you need it, and how do you go about getting it? That's a lot of questions to cover in twenty minutes, but Alison will make a start by calling on her experience of helping companies think more carefully (and strategically) about their customers.
People
Alison Rawlings
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.