How to design a deliberate experience
Is your customer experience deliberate? Was it thought through, or did it just happen? Customer experience design is the critical part of change; it is where the strategy meets the action of the new experience.
Before you begin designing your new customer experience we advocate that you should know what drives and destroys value and understand what your rational, emotional and subconscious experiences are like. This will help you to understand the experience you are trying to deliver. Understanding these elements is essential to designing an experience that will improve customer loyalty and retention and increase your Net Promoter Score. Now you must design a deliberate experience that brings together all these activities. We use a psychological approach to the design of an emotionally engaging experience that drives value.
We call this Moment Mapping®. Moment Mapping vividly reconstructs your customer experience offering, identifies “combustion points” and replaces them with touch points that improve the customer experience.
Moment Mapping also engages the organization in the change. It is as engaging for you as it is for the customer.
For further information on Moment Mapping™, please check out our book Building Great Customer Experiences, and watch the video below.