Page 50 - V3 TOGA_CX Presentation
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DEVELOPING OPPORTUNITY AREAS
• Design principles are customer insights translated into problem statements that identify challenges and opportunity areas.
• Design principles help us decide whether a solution meets customer needs – they incorporate both what a solution should do, and why that type of solution meets the needs of the customer.
• Good design principles help with the evaluation of the ideas, because they are the first tool to critique how well the ideas will meet customer needs.
• Based on the eleven insights that were uncovered, five design principles emerged. These principles directly reflect the core needs of Coal Services’ customers. By taking a customer-led approach these principles form the basis upon which we designed the future value proposition.
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