Designing for Experience 

the experience execution loop

Organisations increasingly compete for talent and customers on the basis of their brand, what it stands for, what impact it makes on the world and its forward momentum. Soon the most successful will also be the most impactful as customers and staff vote with their feet. Experience architecture addresses the promise gaps between brand, employees and customers, helping organisations to deliver on their promises authentically and transparently.

 
 

BRAND EXPERIENCE DESIGN

Formulating a Brand Promise that aligns with core values and value discipline, understanding current brand experience gaps, and identifying product and service concepts, marketing, and engagement strategies

CUSTOMER EXPERIENCE DESIGN

Describing the intended desired customer experience, understanding current customer experience gaps and identifying service concepts to enable the desired experience and fix the gaps

EMPLOYEE EXPERIENCE DESIGN

An internal look at the desired environment and experience for employees, understanding current employee experience gaps and identifying internal services, work practices or capabilities needed to fix these