UX STRAT Europe,

Amsterdam, June 2018

PwC Framework for

Digital Transformation

Wanja Rinke

PwC’s Digital Services www.pwc.com/digital

 Started as a Designer...

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 ...graduated in a
double degree Program
(MBA & MA)

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 ...became a consultant!

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 User Experience in
Digital Transformation?

How does that fit?

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 Value shifted from
products to services...

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 Customers are not
that loyal anymore...

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 ...that’s why UX Design
gains more importance

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 Digital
The agile and iterative path to digital business Business

Define
Observe

Prototype MVP
Ideation & Test Sprints

Understand
d.quarks
Identify & Lighthouse
Assess d.quarks Projects

Digital Transformation
PwC’s
PwC Digital
DigitalServices
Services
Roadmap
11
 Project example

How does that work?

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Project example: Using Design Thinking to develop a digital product that
is wanted by the customers.

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Project example: Current distribution process of our client with a
3-stages distribution.

Manufacturer Wholesaler Installer Customer

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3 14 14
Project example: The new digital business idea changed the 3-stage
distribution from a B2B to a B2C Business Model.

Manufacturer Wholesaler Installer Customer

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Technology-enabled

Extending traditional offerings

through digital services

Digital Marketing & Sales

Generating data

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Transaction-oriented

Internet of Things

Automated transactions

Usage-based service models

→ pay-per-use

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Customer Experience

Digital customer profiles

Personalized offerings

Customer data driven

business models

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Individualisiertes Nutzererlebnis
 Solution-oriented

Supporting personal goals

E2E-solutions

Integration of partners

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 Open Digital

Digital Ecosystem

Platform based
business models

Network for value creation

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We map each identified business model to one of five archetypes to
identify all required capabilities

Open Digital
Solution-oriented
Customer
Generating value for
Transaction- Experience
A holistic approach to the customer in an
Technology- oriented
Customer experience customer needs open ecosystem
enabled From product to first (personalized and (E2E solutions) (platform business
Digital extension to service (e.g. data driven) models)
the product pay-per-use)

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 46 fundamental digital capabilities are necessary to establish digital
business models
DIGITAL STRATEGY
Digital Value Chain

Value Design Value Creation Value Delivery

Sales & Customer
Digital Trend Detection Digital Incubator Supply Chain Integration Supply Chain Intelligence Digital Marketing
Analytics
Digital Business Smart Logistics &
Digital in R&D Digital Manufacturing Community Management Smart Commercial Model
Development Transport
Strategic Business
Smart Portfolio Lifecycle Customer Engagement
Alignment
Product & Service
Omni-Channel
Exposure

API Management
Value Enablers
Technology Culture HR Legal Finance Procurement

Service-Oriented Strategic Workforce Individualized Dev. Enterprise

Agile IT Agile Collaboration IP Management Digitized Sourcing
Technology Mgmt. Planning & Coaching Performance
Infrastructure Personalized Digital IT & Media Contract Digital Finance Digital Vendor
Digital Trust Participation
Management Employment Employability Management Operations Ecosystem
Digital Culture Digital HR People Performance Privacy Compliance Procurement
Data Lifecycle Big Data Digital Costing
Development Operations Management Management Intelligence

Mobile IoT Workplace Design

Social Cooperation
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Four dimensions of a Capability:

People & Skills Organization

Processes Technology

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 More information
in the book or
www.dquarks.com
https://twitter.com/PwC_dquarks
https://www.linkedin.com/groups/8582435

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We developed
d.quarks cards
in order to quickly
assess relevant
capabilities
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 Let’s connect!
Wanja Rinke

+49 151 50109719

wanja.dominique.rinke@pwc.com

@pwc_dquarks
www.dquarks.com

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 Thank you!
Let’s go out there and do epic UX

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