Walmart Embraced Irrationality And Won—Here’s What CX Innovators Can Learn From Its Success

1. Shared pain points need out-of-the-box solutions.

The most successful brands not only understand their customer journey from soup to nuts, but they also have their finger on the pulse of shared challenges—the ones that competitors have yet to solve.

2. Irrationality fuels innovation; insights inform design.

As the saying goes, “Necessity is the mother of invention.” Needs are rational, but solutions don’t necessarily start off that way; rather, they often begin life as irrational ideas that take shape in the pursuit of innovation.

3. Innovation always lives in the future.

Most brands are willing to do the research to understand their consumers, lay out their customer journey maps and then build a solution, but the biggest mistake they make is by stopping there. Can you imagine how different our world would be if we simply settled for the Wright brothers’ first glider? Of course not, because innovation always lives in the future.”

Digital transformation after the pandemic | MIT Sloan

  • “‘Digital transformation is less of a digital problem than it is a transformation problem,” said Westerman in a recent webinar for MIT Sloan Management Review. “It’s a leadership problem for envisioning and driving change.’
  • With consumers and organizations finally ready to embrace digital change at scale, how should companies leverage that shift to facilitate future transformation? Westerman identified four areas where companies should focus their next-generation digital initiatives:
  1. Customer experience
  2. Employee experience
  3. Operations
  4. Business model transformation”

AI has become a design problem

Image Credit: aislan13/Getty Images
  • “Human-centered design has a vital role across three key areas: Design thinking can help companies map their systems to understand how and where AI fits. Design is needed to devise better tools to create, monitor, and manage AI. And design must create new interfaces centered around the kind of information that AI delivers users.
  • Design can frame AI-driven user experiences to end users in a manner that engenders trust and helps the end user understand the scope, strengths, and weaknesses of a given system. In turn, fear and mistrust are alleviated around the mysterious black boxes.”

Can AI In Web Design Improve Customer Experience?

  • “AI in web design has come a long way and even got its own name, that’s artificial design intelligence (ADI).
  • The ADI design technology used by popular web design agencies across New York applies machine learning to recognize the client requirements and matches them with the existing market trends, helping the designers to create a design faster.
  • A CX maturity model follows the four major UX components – value, desirability, usability, and adaptability.”

Five ways to bring a UX lens to your AI project

“Consider the user experience early – Understanding how users will engage with your AI product at the start of model development can help to put useful guardrails on your AI project and ensure the team is focused on a shared end goal.

If we take the ‘”Recommended for You” section of a movie streaming service, for example, outlining what the user will see in this feature before kicking off data analysis will allow the team to focus only on model outputs that will add value. So if your user research determined the movie title, image, actors and length will be valuable information for the user to see in the recommendation, the engineering team would have important context when deciding which data sets should train the model. Actor and movie length data seem key to ensuring recommendations are accurate.”