The Process & Methodology Pillar
The Process & Methodology Pillar centers on your organization’s approach to delivering customer experience enhancements through a people-led mindset. It examines the key characteristics of how hypotheses for organizational changes are formulated and prioritized, the design process, and how modifications to the customer experience are analyzed, with learnings gained and shared.
The Individual Assessment Points
5.01 - PX Improvement Hypothesis Approach
5.02 - PX Change Prioritization
5.03 - PX Design Process
5.04 - QA & UAT Process
5.05 - PX Change Analysis
5.06 - PX Results & Learnings
The Importance For Your Organisation
PX Improvement Hypothesis Approach
Developing robust People Experience (PX) improvement hypotheses is critical for organizations aiming to become more people-centric.
Incorporating user research, data insights, heuristics, prior customer experience learnings, and other information streams into PX improvement hypotheses increases the likelihood of successful changes and provides additional behavioral insights.
PX Change Prioritization
With countless potential enhancements to customer experience, prioritizing which User Experience (UX), Customer Experience (CX), and Employee Experience (EX) improvements to implement is essential.
An intelligent framework that considers the ease of implementation, potential impact, underlying people insights, and alignment with strategic business objectives will yield the most significant commercial benefits.
PX Design Process
The design process is crucial to the success of any informed UX or CX improvement. Interdepartmental workshops led by a senior CX leader stimulate creative ideation and positive collaboration.
UX designers should integrate various specializations from the broader team, such as persuasion and psychology techniques, to enhance the likelihood of positively impacting the customer experience.
QA & UAT Process
Prior to implementing UX, CX, or EX changes, a Quality Assurance (QA) process, often including User Acceptance Testing (UAT) conducted by the intended audience, is necessary.
This reduces the possibility of any changes negatively affecting the organization, whether internally with employees or externally with customers and potential customers.
PX Change Analysis
Analyzing the impact of user experience and employee wellbeing changes determines the learnings to be carried forward.
Regardless of the outcome—positive, negative, or neutral—a specialist can extract data and construct a user story that informs business decisions and guides future UX, CX, and EX improvements.
PX Results & Learnings
Capturing and recording the impact of UX, CX, and EX changes ensure that valuable learnings are preserved and not overlooked.
Sharing insights and learnings with the broader organization visualizes the significant impact of adopting a more people-centric approach.
