It’s not every day we meet someone who truly thinks outside the box. It’s even more rare to meet someone who does this in a practical way – yet this is what businesses demand now. It’s going to take a lot to surprise our customers and it’s going to take a good blueprint of how to make it happen.
Who will satisfy this role? An architect. Someone who can envision a structure that doesn’t yet exist, and then design it.
Bjarke Ingels is an excellent example. He likes to think outside the box and he likes to make things happen. More importantly – his ideas are practical. They take into account their surroundings and the people who will be benefiting from them.
There are 3 key factors that make him a successful architect – all of which can bring out the customer experience architect in you:
1. Information-Driven Designs
Before placing your vision in a new context, it’s important to do your research. Just like Bjarke won’t think about intervention before he learns all that he can about the area, materials, etc., you too should learn all you can about your industry, forum and demographic.
2. Open-Source Design
Brainstorming ideas should include your employees in addition to customers. Listen to client complaints, build on exceptional requests you receive and pay attention to where your customers are directing your focus. Consulting with the receivers of your product/service is the best way to ensure its success.
3. Beauty in Brutal Necessity
In designing practical structures for flood prevention and the like, Bjarke searches for ways to make them beautiful and usable by the general public. Just because something has become a routine part of serving your customer doesn’t mean it has to be ugly or boring. If you shift the meaning of your customer experience program – change your “task” into a “cause” – your design will be more pleasing to employees, customers, and you.
It’s time to create a customer experience that will make you a pioneer.
Another well-known architect, Stephen Gardiner, said, “Good buildings come from good people, and all problems are solved by good design.”
Think “weird” in a practical way. Do your research, listen to your customers, and make the necessary beautiful. Solve your organization’s problems with good design.
It’s time to be the architect your organization needs.
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