Experience Quadrants™
The Experience Quandrants™ comprise the four key areas or quadrants of Experience research & design: Business, Technology, Content and Service. Each quadrant has it's own set of goals, techniques and outcomes to use in the experience creation process.
Experience Quadrants™
The experience quadrants build on the Total Experience Lifecycle phases and Experience Thinking take on the user experience, customer and brand experience to represent the different techniques that are used in each quadrant.
Experience Design Quadrants™
Experience Quadrant™: Business
The business quadrant answers two basic questions: why would the customer buy (value) and what makes the business sustain? (business case). For a non-profit organisation or government agency these questions would be: why does it matter? (cause, service), how do I meet my mandate? (mission). The research techniques that are used in this quadrant have usually a Market Strategy orientation: surveys, focus groups, omnibus, panels.
Experience Quadrant™: Technology
This quadrant is about adapting the technology to the human. This is the domain of interaction design, usability testing and user personas. The techniques presented in the diagram are applied to involve the user throughout the design process; the user research starting with in-depth interviews, user persona creation and usage scenario analysis. The information is then used to sketch and build early concepts, interaction designs and wireframes in order to ultimately create the user experience.
Experience Quadrant™: Content
The content quadrant revolves around content creation, management and governance. Research and Design techniques include card sorting, affinity diagrams and information architecture.
Experience Quadrant™: Service
The last quadrant brings the others together with the goal that the customer and users turn into long term clients of the organisation. The client links all interactions together, like a thread. The website, help desk, actual products, and call center are all linked and evaluated as if one coherent entity.
Clients go through a journey with multiple touchpoints over time. Research techniques involve experience mapping, blue print testing, client scenario building and stakeholder analysis.
Experience Thinking™, X Thinking™
Together, the four quadrants provide a solid experience thinking framework to analyse, focus and improve the experience strategies in your organisation.
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Reach us at contact@akendi.com or 01223 853907 for questions and more information about how we help optimize your user experience design, customer experiences, digital product design, or wayfinding design.
