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For Customer Experience Professionals

The ROI Of Design Thinking: Part 2, How To Calculate

Find Your Organization's ROI Using Forrester's Total Economic Impact Methodology

July 15, 2020


Why Read This Report

In part 1 of this two-part series on the ROI of design thinking, Forrester found that three-quarters of projects can return double their investment (or more) in design thinking — with a median per-project ROI of 229%. What's more, mature design thinking practices can realize an average ROI of 85%. This second report provides customer experience (CX) professionals and design thinking practitioners with a detailed tutorial (including an interactive calculator) on how to estimate the ROI of design thinking at their own organizations.

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Table of Contents

  • Ground Your Business Case With A Clear, Defensible Financial Analysis
  • Use The Total Economic Impact (TEI) Methodology's Four Categories
  • Begin Building The Business Case By Calculating Process Benefits
  • Calculate Project Results Benefits
  • Calculate Organizational Benefits
  • Calculate Project Costs
  • Calculate The Organizational Costs
  • Summarize Your Financial Results
  • Supplemental Material
  • Related Research Documents

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