13 One of the first critical responsibilities of the governance team(s) is the development of goals and success measures. The use of objectives and key results (OKRs) is an effective framework for measuring success. The collaboration and alignment between governance and project teams with the OKR process is a natural fit for consumer experience work, where the work is most successful using a “test and learn” iterative process. Below are key questions to consider in establishing your governance structure and processes: 1. Are key executives aligned on the vision? 2. Which key executive leaders will have the most influence over this work? 3. What buy-in do you need organizationally and how do you get it? 4. Is there a VP of consumer experience that will lead this work? How will this individual engage with and influence other leaders in the organization? 5. How will the executives leading the consumer digital strategy and initiatives be engaged in governance? 6. How will change management be led and managed? 7. How will opportunities be prioritized? 8. How will goals or objectives be established? Will OKRs be used? 9. What measurement processes will be used? 10. What type of flexible funding processes can be used to support a “test and learn” approach to the work? LEARN MORE
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