Day 1: Digital Customer Behavior and Journey Evidence

Digital Behavior Signals

• Analyze search, navigation, abandonment, repeat attempts
• Identify where customers hesitate or leave
• Separate usability problems from unmet needs
• Build evidence summary for digital journey

Digital Journey Structure

• Map entry task completion and follow-up
• Identify systems and channels involved
• Show customer decisions at each stage
• Locate transitions that create avoidable effort

Customer Segments in Digital Service

• Recognize confidence, access, and need differences
• Avoid assuming all customers prefer self-service
• Identify segments requiring assisted pathways
• Set design implications for each segment

Day 2: Omnichannel Continuity and Self-Service

Applied Cross-Channel Handoffs

• Preserve case context across channel changes
• Define information that should transfer automatically
• Reduce requests for repeated details
• Design one assisted digital handoff

Developing Self-Service Design

• Choose tasks suitable for independent completion
• Make eligibility steps and outcomes visible
• Provide help at point of difficulty
• Create fallback route when self-service fails

Digital Service Clarity

• Use language matching customer vocabulary
• Reduce unnecessary fields choices and confirmations
• Explain errors and recovery steps clearly
• Review digital flow for cognitive load

Day 3: Digital Service Innovation Practice

Applied Opportunity Discovery

• Identify unmet value from behavior/feedback
• Frame problems without assuming preferred technology
• Prioritize needs by impact and relevance
• Write a bounded digital service opportunity

Applied Concept Development

• Generate options using different service mechanisms
• Combine automation, human support, information intelligently
• Identify assumptions behind each concept
• Select concepts for rapid testing

Applied Rapid Prototyping

• Choose simplest format representing the concept
• Build only the critical interaction path
• Prepare realistic user tasks
• Review prototype readiness before customer testing

Day 4: Experimentation and Evidence-Based Learning

Developing Test Design

• Write falsifiable assumption about customer behavior
• Define sample tasks and acceptance signals
• Avoid vanity metrics lacking decision value
• Set a limited experiment scope

Evidence from Users

• Observe task completion and hesitation
• Capture errors workarounds and assistance requests
• Ask follow-up questions about actual experience
• Record findings changing the concept

Structuring Experiment Decision

• Read results including contrary evidence
• Decide whether to develop/retest/stop
• Record the reason for the decision
• Define the next uncertainty to resolve

Day 5: Scaling and Digital Experience Governance

Readiness for Scale

• Assess reliability support capacity and impact
• Estimate adoption effects on backstage work
• Identify relevant security and privacy requirements
• Choose staged expansion limiting exposure

Digital Experience Governance

• Assign product operations and experience responsibilities
• Set approval pathways for sensitive changes
• Schedule reviews of digital experience indicators
• Maintain record of decisions and experiments

Digital Solution Review Lab

• Present customer problem evidence and concept
• Show experiment results and remaining unknowns
• Defend scaling and measurement choices
• Adapt the proposal to technical constraints

• Usability tests revealing customer behavior inside realistic digital tasks
• Cross-channel transition maps testing continuity of customer context
• Rapid prototypes and short experiments testing explicit value assumptions
• A solution review testing evidence quality and readiness for responsible scaling