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  • PwC’s Digital Services

    PwC Framework for Digital Transformation

    Wanja Rinke

    UX STRAT Europe, Amsterdam, June 2018

  • PwC’s Digital Services

    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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    Prototype & Test

    Digital Business



    MVP Sprints


    Identify & Assess d.quarks


    d.quarks Lighthouse



    The agile and iterative path to digital business

    Digital Transformation RoadmapPwC’s Digital Services

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    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.

    PwC’s Digital Services 141 Manufacturer Wholesaler Installer Customer

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

    PwC’s Digital Services 151 Manufacturer Wholesaler Installer Customer


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    Extending traditional offerings through digital services

    Digital Marketing & Sales

    Generating data

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    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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    Supporting personal goals


    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

    Technology- enabled

    Digital extension to the product

    Transaction- oriented

    From product to service (e.g. pay-per-use)

    Customer Experience

    Customer experience first (personalized and

    data driven)


    A holistic approach to customer needs (E2E solutions)

    Open Digital

    Generating value for the customer in an

    open ecosystem (platform business



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    46 fundamental digital capabilities are necessary to establish digital business models

    Digital Trend Detection

    Digital Value Chain

    Digital in R&D

    Digital Incubator

    Digital Business Development

    Supply Chain Integration

    Smart Logistics & Transport

    Supply Chain Intelligence

    Digital Manufacturing

    Digital Marketing

    Community Management

    Smart Portfolio Lifecycle

    Product & Service Exposure

    Sales & Customer Analytics

    Smart Commercial Model

    Customer Engagement


    API Management

    Value Enablers

    Value Design Value Creation

    Agile Collaboration


    Digital Culture Development

    Workplace Design


    IP Management

    IT & Media Contract Management

    Privacy Compliance Management


    Enterprise Performance

    Digital Finance Operations

    Digital Costing


    Value Delivery

    Agile IT

    Digital Trust

    Data Lifecycle


    Social Cooperation

    Service-Oriented Technology Mgmt.

    Infrastructure Management

    Big Data



    Digitized Sourcing

    Digital Vendor Ecosystem

    Procurement Intelligence


    Strategic Business Alignment

    Strategic Workforce Planning

    Personalized Employment

    Digital HR Operations


    Individualized Dev. & Coaching

    Digital Employability

    People Performance Management


    PwC’s Digital Services


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    People & Skills Organization

    Processes Technology

    Four dimensions of a Capability:

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    More information in the book or

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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


    PwC’s Digital Services

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    © 2016 PwC. All rights reserved. Not for further distribution without the permission of PwC. “PwC” refers to the network of member firms of PricewaterhouseCoopers International Limited (PwCIL), or, as the context requires, individual member firms of the PwC network. Each member firm is a separate legal entity and does not act as agent of PwCIL or any other member firm. PwCIL does not provide any services to clients. PwCIL is not responsible or liable for the acts or omissions of any of its member firms nor can it control the exercise of their professional judgment or bind them in any way. No member firm is responsible or liable for the acts or omissions of any other member firm nor can it control the exercise of another member firm’s professional judgment or bind another member firm or PwCIL in any way.

    Let’s go out there and do epic UX

    Thank you!

    PwC’s Digital Services