The User Experience

user exterience layersA few weeks back I met with a colleague in our Service department. She showed me a research she was working on. Whoa!, I thought, that’s exciting!

Effectively she was mapping individual touch points a customer has along the interaction journey with our company. Each touch point had 2 components, importance and satisfaction (or delivery) and was measured on a scale from [-5, +5]. Dividing the journey into logical components like “information gathering”, “consultation”, “requirements and needs”, “finding the right vendor”, ” finding the right solution”, “establishing a relationship”, “designing a system”, and so on allows to have different owners and clear subject matter experts.

That’s good to define the touch points from a service or solution provider. But to get the real user experience you need to see it wearing the customer shoes.

 

Marc Fonteijn provides a great example:

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Apologies

Since mid August I just made a single post. Not good enough.

So I apologies for this.

My reader levels dropped by 65% in the past 3 weeks. The impact of my laziness – and yes that what is was – was delayed and inevitable.
Now there is a lesson in this and one that can be applied all over again.

Actions and In-actions

My lack of action that is not to post and share what I’ve learned, heard or found valuable has a profound impact. I don’t mean me loosing readers or followers, no, I mean that someone out there might not have made a mistake or avoidable decision with me sharing just that information. I say might as I will never know. The fact remains that the possibility exists.

I learned many years when I was trained as an officer that a non-decision is worse than a wrong decision. A non-decision keeps everybody on a level of uncertainty – are we going left or right? Effectively it stops people changing, moving on, or doing the right things. People will continue to doing things the right way although it is very questionable the actions are focused on what is best. A wrong decision – eg. let’s go left! – leads to action with purpose. It is essential for the leader to recognise quickly and acknowledge openly when he made a wrong decision and correct his mistake.

In my case here, the indecision what to post on my blog caused people to rethink the value this blog is delivering going forward.

Laziness

One part of me not taking the time to write and share is due to laziness. I openly admit it. Yes, I can claim my mind being on other things (eg. lots of changes at work and discussions about the future). Although there was always an hour or 2 to compile a blogpost.

Now I’m thinking if laziness an in-action are related. For example there is a saying “can’t see the forest for all the trees”. What I mean is if you have so many things you could do or say or make you might miss what you are all about and why you do things. Stepping out – literally – into the open and view all of it from a distance you should be able to see the shining light which touches your heart, lightens your spirit, and inspires your imagination.

Promise

My apologies again for not posting for a while.

My promise of a lesson learned – again.

My hope this post finds you well and you can make the most of it.