The importance of customer-centricity

Research ethics, inclusive design, and accessibility standards help product teams resolve many universal considerations affecting the customer experience.

Although highly specific and often bound to siloed organizational units, these standards provide the foundation for a holistic understanding of users.

With an understanding of the customer at the centre of internal communications, supplemented by shared customer outcome-driven OKRs and KPIs, typically siloed areas of the organization can begin to build mutually beneficial strengths in delivering exceptional customer experiences.

Leadership, sales and marketing, user research, designers, writers, and developers generally have an independent understanding of who the product serves and how to best engage with this audience.

Each team independently develops objectives based on their unique goals, inputs and perspectives.

Goal development within siloed organizational units can create distractions, misalignment, redundancy, and conflict when reconciled with OKRs and KPIs.

With inclusion and diversity as an objective of the organization, we need to understand how each organizational unit translates these, how they align on their interpretation of diversity and inclusion and how they validate their efforts towards improved product and service delivery and client outcomes.