Customer Experience Design
What happens immediately after a Customer Experience Design engagement—and why these hours matter more than you think.
You've spent 2-3 weeks in deep work. You now have a complete map of your customer's experience—every stage, every step, every handoff. You have named owners. Definitions of ready and done. A governance model. A 90-day transition plan.
The design is done. But design isn't execution.
The first 48 hours after the engagement determine whether the design becomes reality or joins the pile of documentation nobody opens.
The First 48 Hours
Before you talk to anyone else, the leadership team that participated in the engagement should meet. Review what was learned. Discuss what was uncomfortable. Align on the message you'll communicate to the broader organization. This isn't optional—it's how you prevent mixed signals from undermining the work.
Share the designed experience with everyone who touches it. Not a 50-slide deck—a clear explanation of what's changing, why, and what it means for each person. People need to understand the "why" before they'll commit to the "what."
Pick one thing from the design that you can implement immediately. It doesn't have to be big—it just has to be visible. This signals that the work was real, that things are actually changing, and that leadership is committed. Momentum matters.
The 90-day transition plan exists for a reason. It's designed to move from design to reality without disrupting operations. Week by week, step by step. Not all at once, but deliberately.
"The design doesn't create value. Execution creates value. The design just makes execution possible."
The engagement includes a 90-day transition plan—we don't just hand you documentation and disappear.