Experience
The impact through interactions the enterprise has on people and their lives.
People see and interact with an enterprise only through its concrete manifestations, such as products, places (real and virtual), employees, messages and websites. These interactions are part of people’s experience as they go about their activities and pursue their ambitions. The Experience Facet defines an enterprise as a space in which people experience these concrete manifestations. People compare an enterprise’s promises with their real-life experience of what it actually delivers. What matters to them is not how things work internally, but the impact their interactions with an enterprise have on their lives, fulfilling their tasks, their well-being and state of mind.
Examples
An enterprise...
- designs its office space to impact the work experience of its employees.
- impacts the experience of anyone who visits them with their public spaces (visitor spaces, shops, meeting rooms, ...).
- markets products by helping people with their tasks, as part of their user experience.
- provides support for their products and services to impact the customer experience.
Use
- Understand the enterprise from the perspective of people, to explore and design their experiences.
- Design better products by looking at the way people use them and the quality of the resulting experience.
- Establish better customer relationships from being aware of a need to its fulfilment using a product or service.
- Optimise the relationship with employees by addressing their experiential needs.
- Look at a Brand from the experience perspective of all people addressed.
Elements
Variants
- Customer Experience
- Employee Experience
- User Experience of a Product
- Partner, Investor or Candidate Experience