Enabling ONE Yokogawa Customer Experience
Business Development, Leadership, Creative Direction, UX Designer
The Challenge
Yokogawa faced the universal challenge of operating as a global enterprise with regional and functional silos. This led to a fragmented customer experience, inconsistencies in data and processes, and potential friction for employees and partners. The need was clearly identified to move past disparate systems and regional variations to achieve a cohesive, efficient, and modern customer experience.
The Vision
The collective vision was defined through an extensive engagement process, encompassing 3 workshops across 10 regions, involving 1080 Yokogawa participants, and generating 15,591 sticky notes of input.
The Solution
The solution is articulated through specific, measurable goals and sample measures across Sales, Marketing, Service, and Operations. The findings confirmed that the program should deliver an intuitive and engaging system that centralizes operations , standardizes terminology , and fosters a collaborative "One Yokogawa" approach.
Key operational goals and sample success indicators include:
Empowerment: Delivering a mobile and device-agnostic experience that represents the employee's point of view and allows them to manage their day.
Unification: Integrating data across all channels, geos, and products to provide a single view of the customer and enable multi-channel service. Measure: Increase in lead conversion and channel sales.
Efficiency: Enabling end-to-end process efficiency with enhanced automation, real-time information access, and alerts to drive decision-making. Measure: Decrease in customer response time and task completion times.
In essence, the Vision Map is a high-level strategic alignment document resulting from collective insights, providing direction for decision-making and governance throughout the program.
