Experience Quadrants
The Experience Quandrants™ comprise the four key areas or quadrants of Experience research and design: Business, Technology, Content and Service. Each quadrant has it's own set of goals, techniques and outcomes to cover the experience creation process.
Experience Quadrants
The experience quadrants build on the Total Experience Lifecycle phases and 4x4 Experience Canvas takes the user experience, customer and brand experience views to present the different techniques that are used in each quadrant.
Experience Design Quadrants
Experience Quadrant: Business
The business quadrant answers two basic questions: why would the customer buy (value) and what makes the business sustain? (business case). for a non-profit organisation or government agency these questions would be: why does it matter? (cause, service), how do I meet my mandate? (mission). The research techniques that are used in this quadrant have usually a Market Strategy orientation: surveys, focus groups, omnibus, panels.
Experience Quadrant: Technology
This quadrant is about adapting the technology to the human. This is the domain of interaction design, usability testing and user personas. Techniques are applied to involve the user throughout the design process, the user research starting with in-depth interviews, user persona creation and usage scenario analysis. This information is then used to sketch, build early prototypes, interaction designs and wireframes to ultimately create the user experience.
Experience Quadrant: Content
The content quadrant revolves around content creation, management and governance. Research techniques include card sorting, affinity diagrams and information architecture.
Experience Quadrant: Service
The last quadrant brings the others together with the goal that the customer and users turn into long term clients of the organisation. The client links all interactions together, like a thread. The website, help desk, actual products, call center are all linked and evaluated as if one coherent entity. Clients go through a journey with multiple touchpoints over time. Research techniques involve blue print testing, client scenario building and holistic stakeholder analysis.
Experience Framework
Together, the four quadrants provide a solid experience framework to analyse and improve your experience design strategies in your organisation.
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