February 2012
Intermediate to advanced
208 pages
8h 23m
English
Content preview from Universal Methods of Design
25 Customer Experience Audit
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SYNTHESIS / ANALYSIS TECHNIQUE • RESEARCH DELIVERABLE
25 Customer Experience Audit
Customer experience audits capture the day-to-day context in which people engage with your product or service.
Experiences do not exist in a vacuum—rather, they unfold over time, and are shaped by many factors. A customer experience audit captures what customers do, think, and use as they complete a task or 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 over the course of an entire experience—which includes the before, during, and