A north star is a guiding statement that clarifies the meaningful difference an initiative intends to make for customers or users. It aligns complex change around the “Why” before connecting strategy to everyday work and team goals—the “Way.” section 3.3.3
A practical north-star effort:
- Uses a structured, collaborative approach across systems, teams, and business domains. section 3.3.3
- Connects customer experience and business strategy to concrete team goals. section 3.3.3
- Can provide a connecting thread for an adapted design sprint. section 3.3.3
Danske Bank’s PSD2 initiative
A compliance initiative became a product and customer-experience redesign. The north-star process helped frame consent for data retrieval while coordinating work across credit decision models, account transaction data, APIs, teams, and business domains. section 3.3.3
Figure 3.3 PSD2 design sprint empathy mapping—charting the path through a customer’s emotional journey
Use the empathy-mapping figure to examine the customer’s emotional journey during north-star discovery. section 3.3.3
