Search Content


Featured Content


Content Categories



Is Your Organization Experienced?

A few days ago, while reading Bruce Temkin’s excellent Customer Experience Matters blog, I came across a post announcing a new Forrester report called “The Customer Experience Journey.” In the post, Bruce included the following diagram illustrating an organization’s maturity in delivering great experiences:

 

fivelevelsofcxpmaturity3_small1.png

 

I was immediately struck by a flashback. Four years ago, my colleagues Janice Fraser and Scott Hirsch conducted research on the ties between business value and user experience, and one of their outcomes was what they called the ROI Process Model, which was depicted as such:

 

roiprocessmodel.png

5 stages, shown in stair-step! And the parallels between the two are striking.

So, I realized that, 4 years later, we should simply give that research away. The report we published, “Leveraging Business Value: How ROI Changes User Experience” originally cost $395, but I’m happy to announce that you can now download it for free (412K PDF). You’ll find the ROI Process Model on page 28, with lengthy descriptions of each stage following it.

Other diagrams include the User Experience Value Chain:

 

uxvaluechain.png

 

And the first time we ever shared what we internally refer to as The Linking Elephants, which ties together user behavior and financial outcomes:

 

elephants.png

 

While the report is 4 years old, our experience is that the findings are relevant still today, and we use the models in this report often in our client work. It’s satisfying that Forrester’s report seems to validate Janice and Scott’s research, and we’re happy to share it with you free of charge.


Related Enterprise Application Platform Articles

Featured Ideas on CRMFYI


Since its introduction in 2006, the Salesforce IdeaExchange has been a powerful source of customer involvement in improving Salesforce.com. Part of the success of the IdeaExchange has been opening the mic and letting every person have their say. ...

Read more about Featured Ideas on CRMFYI...

Sketching is the new black : inspirations from the


The smell of Fall is in the air. Every September, I get that “back to school” urge to stock up on art and school supplies. This fall, armed with our trusty pencils, sharpies and paper, we’re knee-deep in exploring how lo-fi pen-and-pencil techniques...

Read more about Sketching is the new black : inspirations from the analog world...