Customer Experience ASD

Customer Experience ASDHelps clients realize their vision through defining and visualizing the transformative change elements. Approach covers:

  • Executive interviews
  • Workflow
  • Systems rationalization
  • DILO (day-in-the-life-of) analysis
  • Persona distillation
  • Core journey identification
  • User story

Usage Scenarios

The customer experience ASD can be applied to a variety of business scenarios, such as:

  • Customer experience vision and assessment for organization-wide customer experience implementation
  • Customer experience assessment and metrics definition to identify opportunities across customer facing functions
  • Consistent customer experience across channels of engagement
  • Personalized experience unique to the customer by combining insights and business intelligence
  • Consistent associate experience in customer facing roles by driving systems innovation and process improvement
  • Transition from sales-based to relationship-based model

Key Deliverables

  • Current state analysis: Blend of ‘day in the life of the customer’, current state process maps, role persona breakdown, core journey maps with pain points and design ideas
  • Future state customer experience: Desired capabilities for the future state, future state customer experience design for selected journeys and experiences, low resolution and high resolution designs, prototype/mock-up of the experience, design principles
  • Technology design: Required technology architecture and design strategy to achieve the future state
  • Roadmap: Implementation roadmap to deliver customer experience that looks across technology build, process changes and organizational/change management components
  • Program management: Recommendations and designs around program design and governance, communications and change management approaches


On March 3rd, 2016, Virtusa Corporation acquired a majority interest in Polaris Consulting & Services Limited. VirtusaPolaris, our new market-facing brand, represents the combined strengths of Virtusa and Polaris, including our strong software engineering heritage, deep domain expertise and focus on applying innovation to solving critical core business issues for clients., our new website is where we provide our latest thinking.