Total Experience Lifecycle
To fully understand a customer, user, product or service experience, Akendi uses the framework of its Total Experience Lifecycle™. This framework maps the journey of a total experience – from initially learning about the product or service, through all touch points of purchase, installation, use, maintenance, upgrade, disposal or recycling.
By understanding and applying the Total Experience Lifecycle to each project, we ensure that no aspect of the total experience is overlooked. This is true whether the experience lifecycle spans 10 minutes (e.g. a French Fry carton), a few years (e.g. software) or several decades (e.g. a train or a bookstore).
Most importantly, the Total Experience Lifecycle ensures that both the organization (internal) view and the audience (external) view are represented in evaluating the return on experience (ROX).
Total Experience Lifecycle
The Audience Goals
The way external audiences (customers, clients, users) experience an organization, a brand, a product or service shifts over time. The Total Experience Lifecycle considers and respects this changing relationship:
- Customer Experience – the period of interest in learning about the product or service and making a purchase decision
- User Experience – post-purchase, customers become users as they interact with the product to achieve their goals, tasks in their context of use.
- Client Experience – overtime, users may become clients, signifying a long-standing relationship that comes with certain expectations given their history with the organization. Clients may ultimately become loyal fans with a high desire to buy the next remarkable product, a greater reluctance to switch companies, and a significantly higher likelihood to recommend to others.
The Organization Goals
Each organization will have unique modes of thinking about the customer and user experience it wishes to deliver. The Total Experience Lifecycle respects each of these views:
- Brand Experience – concern about the image and perception of the organization, and how it will entice customers
- Product Experience – concern about tangible and intangible aspects of the product or service and what experience its users are having
- Service Experience – concern about whether the client/customer is being served well enough that they feel loyalty, will continue to buy, will encourage others to buy
Increasing the Return on eXperience (ROX)
The Total Experience Lifecycle does not assess the importance or relevance of any of these experiences. Rather, it provides a way to frame the Return on eXperience (ROX) at varying points in the lifecycle. Each experience in the lifecycle will require unique attention during the creation of a balanced experience. This will assure the highest Return on eXperience for any organisation.
Ready to Akendi?
Please contact business@akendi.com or 1.866.585.1660 x1 for questions and more information about how we can help you improve the Return on eXperience.
