Improving User Experience, a Team Sport! The Digital Factory Accor Case Study
summary
Describes how Accor’s Digital & Business Factory built a transverse Voice of Customer team (user research/UX expertise) over ~3 years to become a catalyst for a customer-centered product culture. Covers practical lessons and challenges in creating a user-knowledge center, measuring and improving digital journey satisfaction, embedding users in team routines, sharing research data and insights, and enabling product/design teams’ autonomy and faster discovery practices.
AI-written summary · about
chapters (6)
- 0:00Introduction
- 5:39Organization transformation
- 17:43Building customer proximity
- 24:02Data access facilitation
- 36:24Knowledge sharing and use
- 40:56Conclusion
related talks
10mBuilding a UX Culture in a 100-Year-Old Company
28mThe Value of UX Applied to Company Data
43mUser Experience at Every Level of Business
47mFinding Your UX Voice
18mOn Product, Empathy and Creating a User Centric Culture
48mBuilding a user-centered enterprise
28mUX & Product Mindset
12mCustomer Experience: Friend or Foe?