SEB Stage I: Map the customer experience across channels
Identification and assessment of customer experience requirements at the multi-interface level, independently of the interface used, as well as the performance of each service interface in satisfying those requirements.
SEB stage II: Service Experience Design at the Essential Use Case Level
Identify which service interfaces are best suited to provide the desired service experiences, from a multi-interface perspective.
SEB stage III: Service Experience Design at the Concrete Use Case Level
Design each concrete service interface with the SEB diagram, establishing links between service interfaces whenever it enhances the overall experience.