Gartner Research

China Summary Translation: 'Use Design Thinking to Architect Customer Experience Into Your Digital Platforms'

Published: 16 July 2018

ID: G00355611

Analyst(s): Marcus Blosch


Innovation to enable digital business rightly focuses on creating the services and experiences the customer wants and needs. Enterprise architecture and technology innovation leaders can use this case study to leverage design thinking and deliver on their digital business strategy.

Table Of Contents



Use Design Thinking to Architect Customer Experience Into Your Digital Platforms

  • Key Findings
  • Recommendations


  • Senior Doctors Come Looking for Innovation to Enable Digital Business
  • The EA Team Gets to Know a Day in the Life of a Consultant
  • The EA Team Uncovers the Consultants' Real Challenge
  • Looking for a Simple Way to Begin and Test the Idea
    • Developing the Prototype
    • Testing With a Small Group of Consultants

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.