The Process & Methodology Pillar
This pillar focuses on the approach that the organisation takes to delivery customer experience improvements through a people-led mindset. It looks at the key characteristics of how hypotheses for making changes within the organisation are created and prioritised, the design process and how changes to the customer experience are analysed and learnings gained and shared.
The Individual Assessment Points
4.01 - PX Improvement Hypothesis Approach
4.02 - PX Change Prioritization
4.03 - PX Design Process
4.04 - QA & UAT Process
4.05 - PX Change Analysis
4.06 - PX Results & Learnings
The Importance For Your Organisation
PX Improvement Hypothesis Approach
The process and insights behind developing PX (People Experience) improvement hypotheses is critical to the success of a business looking to become more people-centric.
The more a business employs user research, data insights, heuristics, prior customer experience learnings and other information streams in to a PX improvement hypothesis; the greater chance the change will be successful and provide additional behavioral insights.
PX Change Prioritization
There are infinite improvements any business could make to its overall customer experience. The key to growing a business is prioritizing which of those UX (User Experience), CX (Customer Experience) and EX (Employee Experience) improvements to invest in, and in which order.
Having an intelligent framework that considers the ease at which a UX, CX or EX change can be applied, the potential impact of the change, the people learnings that fed into the hypothesis and ensuring the change is aligned with the strategic business objectives, will lead to the most significant commercial impact for the business.
PX Design Process
No matter how informed a UX or CX improvement or change may be, the design process is just as crucial to its success.
Size permitting, interdepartmental workshops lead by a senior CX leader stimulate creative ideation and positive collaboration, and a UX designer should incorporate various specialisms from the wider team (e.g. persuasion and psychology techniques) into their design process to increase its chance of positively impacting the customer experience.
QA & UAT Process
Before implementing UX, CX or EX changes, a QA process, often including UAT (tested in the “real world” by the intended audience) is necessary.
This reduces the possibility of any changes having a negative impact on the affected area of the organisation, whether internally with employees or externally with customers and potential customers.
PX Change Analysis
The approach to analysing (where possible) the post user experience and employee wellbeing change impact determines what learnings will be taken moving forward.
Despite the impact (positive, negative or flat), a specialist in this area can extrapolate data and build a user story that can inform business decisions and decide future UX, CX and EX improvements the organisation will invest in.
PX Results & Learnings
When UX, CX and EX changes and potential improvements are being made, capturing and recording the impact that the change has had so the learnings aren’t lost or overlooked in the future, is incredibly important if an organisation desires to be truly people-centric.
Shared with the wider business, a UX, CX or EX change insights and learnings report will visualise the significant impact that becoming more and more people-centric is having on the business.
