SUBMITTING/UPLOADING/SAVING/FILING/SHARING Experience
• Tools (User Interfaces)• Customer Delight• Customer Pain
8 CATEGORIES OF CUSTOMER EXPERIENCE
ACTIVITIES IN
CROWSOURCING WEBSITES
VOTING/RATING/SELECTION/ TAGGING/ORGANIZING Experience
• Tools (User Interfaces)• Customer Delight• Customer Pain
PROTOTYPING/MODELING/MANU-FACTURING/REPAIRING Experience
• Tools (User Interfaces)• Customer Delight• Customer Pain
WRITING/CHATTING/ASKING/ GENERATING/SOLVING Experience
• Tools (User Interfaces)• Customer Delight• Customer Pain
TRACKING/FEEDBACK/NETWORK-ING/ROLE-PLAYING Experience
• Tools (User Interfaces)• Customer Delight• Customer Pain
FINANCING/SPONSORING/PAY-MENT/RECOGNITION Experience
• Tools (User Interfaces)• Customer Delight• Customer Pain
VIEWING/BROWSING/SEARCHING/ NAVIGATION/DISCOVERY Experience
• Tools (User Interfaces)• Customer Delight• Customer Pain
DRAWING/CREATING/DESIGNING/ ‘CODING’ Experience
• Tools (User Interfaces)• Customer Delight• Customer Pain
Copyright 2009. Dr. Rod King. [email protected] & http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing
Systematic Customer Experience Matrixfor *Activities* on: ……………………………………………….
ITEM CUSTOMER EXPERIENCE (QUOTIENT): ……………………………. 20XX
CUSTOMER DELIGHT (+) CUSTOMER PAIN (-)
TRADE-OFF PROFILE(Decision-criteria)
ACTIVITY
Function/Content/Elements/Theme
Quality/ Performance/ Accuracy
Social Aura/Cachet/Prestige
Personalization/Customization/Interactivity/Entertainment
Cost (Price)
Inaccessibility/Unavailability/ Inflexibility/Friction
Complexity/ Difficulty/Support/Range/Risk
Processing Time/Delay/Age
VIEWING/BROWS-ING/SEARCHING
WRITING/CHATTING/ ASKING/SOLVING
DRAWING/CREAT-ING/DESIGNING
SUBMITTING/UP-LOADING/SAVING
VOTING/RATING/ TAGGING/SELECTING
TRACKING/FEED-BACK/NETWORKING
PROTOTYPING/MO-DELING/BUILDING
FINANCING/SPON-SORING/PAYMENT
Copyright 2009. Dr. Rod King. [email protected] & http://tradeoffmap.ning.com & http://twitter.com/RodKuhnKing
Market Segment/Location: ………..……………………………………...
