Designing an experience

Emotions will drive value to your business

Your customer experience work is a journey, not a task. Meaning, eventually every customer experience program will need to design or redesign the experiences customers actually receive. We use several methods to achieve this. Primary among these is Moment Mapping. Moment Mapping is a system that allows us to deconstruct and reconstruct the experience customers goes through. It is an “outside-in” and bottom-up approach. It is outside-in because customers validate the reconstructed aspects of the experience. It is bottom-up because employees from across the organization generate many of the reconstruction elements. Moment mapping is designed to accomplish two main goals:

• To generate the ideas upon which the experience can be reconstructed.
• To promote buy-in among employees for the changes that will follow.

Read more about how to design an experience.