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The Pocket Universal Methods of Design by Bella Martin, Bruce Hanington

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025 Customer Experience Audit

Capturing the day-to-day context in which people engage with your product or service

• This captures what customers do, think, and use as they set out to achieve a goal that involves your product or service.

• It provides a framework that design teams can use to isolate specific moments of delight, apathy, or frustration before, during, and after an experience.

• Individual moments can be transformed into sources of design team inspiration, from which opportunities for innovation can be identified.

• Qualitative data from interviews and directed storytelling reflects people’s social, environmental, and financial realities, underlying beliefs, values, and desires.

• Experience audits can help researchers isolate ...

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