What is a ”user”? What is an ”experience”? How do these combine to build a brand, create loyalty, and heighten satisfaction?
For several years, my company has used a simple model for defining, aligning, choreographing, measuring and enhancing UX by analysing a range of touchpoints across both online and offline experiences. Each of these touchpoints represents an interaction between the “user” and the “brand/company/service/whatever”. We have also defined an “ergonomics of need” which consists of five key points: Attitude, Expectation, Schedule, Environment, Origin. All of these points ultimately influence the importance and user perception of individual interactions and tasks.
Taken in its entirety: model, ergonomics, and measurement tools, our framework makes it easy to put something as abstract as “user experience” into more practical, quantifiable, hands-on terms.