Case STUDY #3: Automotive
Strategic Transformation of Holistic User Experience Department
GOALS
A global frontrunner in automotive and commercial vehicle manufacturing, and one of Europe’s most prodigious carmakers, shaping the emission-free and autonomous future of mobility, aimed to transform the Holistic User Experience (HUX) department, integrating user experience as a fundamental mindset, structural framework, and process. The initiative sought to develop a target vision for HUX, fostering a unified commitment across the affected departments.
Articulate the HUX Vision and CX/UX/Service Design Paradigms
To define and communicate a clear understanding of the HUX vision and mission and the distinction between used terminologies such as customer experience (CX), user experience (UX), and service design.
Evaluate Present Strengths and Weaknesses
To discern the current capabilities and limitations within the organization, paving the way for a future-proof HUX structure.
Assess Current Structures and Departments
To discern the current capabilities and limitations within the organization, paving the way for a future-proof HUX structure.
Clarify Roles and Responsibilities
To define roles of each department and establish clear governance and accountability for HUX initiatives.
Execution Strategy
The approach to realizing these objectives was comprehensive and multifaceted:
Conducting Qualitative Interviews
Engaging with stakeholders across the organization to gather insights and perspectives on HUX integration.
Facilitating Workshops
Organizing collaborative sessions aimed at ideating and refining HUX strategies and implementations.
Undertaking Desk Research
Analyzing industry trends, benchmarks, and best practices to inform the HUX transformation process.
Outcomes
Defined HUX Organizational Structure
A clear organizational framework for HUX, detailing the focus areas and their interconnections.
Pilot Project and Roadmap
Launch of a pilot initiative to test the initial HUX configuration, accompanied by a comprehensive roadmap for broader implementation.
Governance and Committee Frameworks
Establishment of roles, responsibilities, and governance structures to oversee HUX initiatives.
High-Level Collaboration Model
A strategic matrix for organization-wide collaboration, integrating HUX processes across departments.
Capacity Estimation for the New Organization
Assessment of resource and capacity needs to support the envisioned HUX structure.
Drafting of End-to-End Tasks and Organizational Charts
Preliminary creation of task flows and organizational diagrams to guide the HUX transformation.
This use case exemplifies a strategic and comprehensive approach to embedding a holistic user experience initiative within focus areas amidst the fabric of an automotive manufacturing giant, underpinning the organization’s commitment to innovation, customer-centricity, and the future of mobility.
numbers
- Better Status Quo & Strenght Identification – 82%
- Improved Organisational Model – 65%
- Improved Roles & Responsibilities Definition – 75%
Interviews
Client Papers
Hours Research
Power Point Slides
Other Recent Works
Queck out other use cases.
Let's Start Something new
Say Hello!
Fill out the form below and we will get in touch with you.