The Creation of the REI Systems CX Playbook

The development of the REI Systems CX Playbook was a well-organized and executed process that reflected the team’s belief in CX best practices. Research and development, design, testing, and production — each was thoughtfully designed to deliver a product that allows companies to deliver outstanding CX. Not only a playbook, but it’s also an award-winning example of innovation, clarity, and usability (the Clearmarks Award). Here is a snapshot of the key processes to implementation of this powerful playbook.

Research and Planning

Reimagining the REI Systems CX Playbook started with careful analysis and planning. The team defined specific goals to create a guide to help companies become CX better with new practices and concrete tools. The target audience had to be identified so that the playbook would be customized for federal agencies, companies, and internal departments. To create a high-quality standard, benchmarking against existing CX frameworks and winning industry standards created the blueprint for perfection.

Collaborative Content Development

Collaboration was key to the content of the playbook. Their team reached out to CX specialists, project managers, and clients to ensure the content spoke to both business challenges and the company's mission. Major parts were well written and structured: CX values, process, case studies, and tools. To make things easier to understand, the team used visual narratives (drawings, flowcharts, infographics) to deconstruct the heavy text into manageable chunks.

User-Centered Design

It was a user-facing design, first of all. The team wireframes and designs the playbook, which should be easy to understand, visually pleasing, and easy to follow. Stakeholders review a prototype, and then the prototype can be iteratively optimized based on feedback. As a bonus, accessibility was an issue, as the playbook met Section 508 and other accessibility requirements, so it was accessible to all intended users.

Feedback and Testing

To polish the playbook, we needed a lot of feedback and testing. Reviewers provided multiple voices to improve the words and pictures. Usability testing proved that the playbook was clear, usable, and practical enough for users to trust it as a useful and reliable resource.

High-Quality Production

The last stage was putting together a well-made professional document. Graphic designers polished it up so that it looked uniform and pleasing to the eye, matching REI Systems’ identity. Detailed editing caught typos and polished the style, staying professional throughout the playbook.

Award-Winning Recognition

The complete REI Systems CX Playbook won a Clearmarks Award for innovation and impact. The accolade speaks to the playbook’s outstanding clarity, usability, and role in the evolution of CX best practices. It is also a result of the team’s dedication to building a resource that meets and exceeds user expectations, proving it an engine for customer experience success.

• Category : Publication & Layout Design
• Date : 04/25/2023
• Client : REI System

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