025 Customer Experience Audit

Capturing the day-to-day context in which people engage with your product or service

• This captures what customers do, think, and use as they set out to achieve a goal that involves your product or service.

• It provides a framework that design teams can use to isolate specific moments of delight, apathy, or frustration before, during, and after an experience.

• Individual moments can be transformed into sources of design team inspiration, from which opportunities for innovation can be identified.

• Qualitative data from interviews and directed storytelling reflects people’s social, environmental, and financial realities, underlying beliefs, values, and desires.

• Experience audits can help researchers isolate the areas where they may need to conduct more research as well as any gaps in the service or product offering.

• To keep up with changing social, economic, and technical factors, the audit should be repeated to assess experience with your product over time.

See also   Diary Studies • Directed Storytelling • Experience Sampling Method

Courtesy of Cecilia Weckstrom, The LEGO Group

As part of every experience design project at the LEGO Group, audits help designers assess whether intended experiences live up to user perceptions and expectations.