Customer Experience Platform
Customer Experience Platforms
Motivation
Choosing the appropriate Customer Experience Platform (CXP) is a strategic decision that affects every aspect of the customer journey. Designing an effective user experience and documenting the necessary functional and non-functional requirements for CXP implementation requires extensive expertise in various areas. Our CXP Requirements Engineering and Platform Selection service assists in establishing a solid foundation for the implementation phase by identifying specific needs, mapping them to the appropriate technology, and ensuring a solution that provides value to customers and users. We combine industry knowledge, structured methodologies, and an impartial approach to enable organizations to make informed decisions, thus improving customer experiences and enhancing your competitive advantage.
What we bring
We have over 20 years of experience in designing, implementing, and supporting portal and CMS solutions. We focus on building scalable, AI-powered, and data driven customer experience platforms. Our expertise includes:
- Full-Stack Development: Frontend & backend development using technologies such as Java, React, Angular, Node.js, and Python.
- Cloud & DevOps: Scalable public cloud based solutions, or secure on-prem installations as required.
- AI & Automation: AI-powered chatbots, recommendation engines, workflow automation, and search functionalities.
- Omnichannel Integrations: Connectivity with CRM systems, mobile applications, web platforms, and social channels.
- Personalization & Analytics: Customer insights, predictive analytics, and sentiment analysis.
- Security & Compliance: Ensuring compliance with WCAG, GDPR, CCPA, and enterprise-grade security.
What you need
A motivated team is essential for driving your Customer Experience Platform (CXP) initiative. This team should comprise the Product Owner, IT architect, Marketing Manager, and Executive Sponsor. If available internally, Business Analysts and UX/UI designers should also be included (if not available, we will compensate for this).
In addition to the aforementioned roles, several insights are crucial: desired Digital Experience Platform (DXP) capabilities, concepts, and ideas, as well as an IT architecture diagram. Although a brand style guide, user-test results, and analytics data can enhance the project, they are not mandatory.
What you get
Based on your budget and the size of your desired CXP, we guide you through a pre-implementation conception phase to convert your CXP Vision into implementable requirements. Throughout this process, we ensure that the implementation can commence as early as possible and proceed in parallel, while the conception phase continues to produce the necessary requirement details and designs for later implementation phases. PRODYNA will guide you and your employees through the solution definition process with the following phases:
Problem Definition, User Needs & Motivations
With your input, we analyse your customer‘s needs and problem areas to provide you with personas, user journeys, and a problem definition.
Concept Generation & Ideation
Using brainstorming and other creative techniques, we define possible solutions and create initial user experience concepts and user flows.
Wireframe Creation & UX Writing
Based on your input and after the concept generation & ideation, we create low fidelity wireframes and define click flows to visualize user guidance and interactions. You receive wireframes, click flows, and UX writing. After this, a first round of user-testing can be conducted by our experts.
Defining the Core Product
Together we determine a Minimum Viable Product (MVP) as a base for the implementation.
Feasibility & Roadmap Planning
With our combined knowhow, we craft a roadmap and can also implement technical proof of concepts where necessary.
Screen Design Creation
After your feedback on the wireframes, we transform them into detailed high-fidelity screen designs. After this, a second round of user-testing can be conducted by our experts, if desired. Designs are the base for starting the implementation in parallel to continue the creation of screen design.
User Stories & Acceptance Criteria
We combine the above results and provide you with documented user stories for functional and nonfunctional requirements. These user stories are implementation-ready and also form the base for the acceptance of the final product.
Platform Suggestion
In parallel, we suggest one or two CXP frameworks that meet your current and future needs. After your decision on the platform, we clarify technical infrastructure details, and you can transition to the implementation phase.
Quick facts
- Duration: 1 to 3 months, depending on the scope
- Recommends a best-fitting CXP product
- Provides actionable requirements and UX/UI designs
Benefits
- Provides a concise and joint understanding of the purpose, the nature, and the value of your CXP
- Implementation can kick-start to deliver customer and business value
- Identifies the CXP framework that aligns best with your business, user, and technology requirements
- Competitive Advantage: Leverages industry best practices to stay ahead in customer engagement
Contact us
for more information.
David Wainwright
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