L2 Flashcards
(8 cards)
WHAT IS THE RELATIONSHIP BETWEEN THE SCOPE OF CX AND UX?
UX is within CX
Values of Customer Experience (select all that apply) List of 8
1- Enable better customer interactions
2- Enhance customer satisfaction
3- Enhance customer loyalty
4- Increase revenue and sales
5- Enhance measures and KPIs
6- Reduce brand risks
7- Take advantage of new technologies
8- Recognise Opportunities
NO:
-Increase Call Center Agent Satisfaction
-Improve Supply Chain Operations
Service Blueprint
Specifies and details the service in question and all the interactions within that service. It is a visual schematic
incorporating both the perspectives of the user, the service provider and other relevant parties. It details all the
interactions between the parties, but also the ‘behind-the-scenes processes required to deliver the service
User XP
Sum total of the experience a user has before, during and after interacting with anything in the physical or virtual world.
Although this may seem interchangeable with customer experience, user experience is typically more focused on
supporting development of systems, user interfaces and websites to create a great experience through its use. User
experience is about designing something that will leave the user in a positive or improved state by taking into account a
range of user insights and using them to inform design decisions.
User Journey
Tool used to design and deliver a great user experience. It is a step by step walkthrough, either text or illustrated
showing the steps a user (ideally using a persona) would take to complete a task on a system either new or existing.
The user journey should take into account the channel, emotional state at each step, the users goals, context and
indications of potential functionality at a high level.
Journey Map
Is based on a journey and overlays it with the visualisation of additional dimensions of the customers/users’ experience
and emotions, touchpoints and sometimes the capabilities which underpin the delivery of the experience
Personas
It is a ‘pen portrait’ of a representative customer or user; or a representative of a segment or type of customer or user.
The persona allows more specific insight from the customer or user journeys and experience mapping, and should
consider the user / customer’s goals, motivations, personality, technical ability and other metrics which may be project
specific.
Experience Map
“A diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be aproduct, an online experience, retail experience, or a service, or any combination” (Harvard Business Review, 2010).
