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The customer experience

Think about the experience your customers go through at each and every step as they purchase a product or service on your website.

Describe the experience, step by step.
Take a walk in your customer’s shoes and rate the overall experience on a scale of 1-5, with 5 being exceptional.
With no constraints, describe the experience you wish your customer could have.

If there is a difference between the experience your customer is having now and the one you wish they could have, DesignXperiences might be a good fit for your organization.

Learn more about DesignXperiences

The employee experience

Consider the same experience from a different point of view. Think about the experience a customer service representative at your call center facilitates with a customer who keeps getting an error message when completing a payment transaction on your website.

Describe the experience, step by step.
Take a walk in the customer service rep’s shoes and rate the overall experience on a scale of 1-5, with 5 being exceptional.
With no constraints, describe the experience you wish your customer service representative could have.

If there is a difference between the experience the employee is having now and the one you wish they could have, DesignXperiences might be a good fit for your organization.

Learn more about DesignXperiences

As L&D professionals, there is a lesson to be learned in everything we do.

Build a strong curriculum framework based on optimizing prioritized critical business processes.
Complete a thorough performance support needs analysis to identify tools and resources needed to facilitate desired customer and employee experiences.
Design targeted resources to facilitate on-the-job learning and skills development for specific roles and contexts.

Learn more about DesignXperiences

The DesignXperiences approach

DX Value drivers

Critical process driven

Experience driven

Story driven

DX Focus Areas

The blueprint

Blueprint a learning curriculum framework deeply rooted in 1 or more critical business processes.

The infrastructure

Build a sustainable learning infrastructure consisting of core learning and performance support resources tailored to specific roles, functions, and context.

The experiences

Facilitate cross-functional learning sessions that enable participants to look at desired customer and employee experiences from different points of view.

DX Values

Details matter

Individual voices matter

Different points of view matter

Learn more about DesignXperiences

Debra J. Scott

Learning Experience Designer

The DesignXperiences approach demands a lot of reflection and documentation of why and how people get things done in your organization. It will take time and an ongoing commitment from different roles across your organization. The approach demands cross functional collaboration. You will be challenged to lead the implementation of an organizational learning strategy from wherever your role currently sits in the org chart.

If you are like me, you might choose to start by accessing a variety of resources in the DX membership site to do some groundwork, get familiar with the approach, and decide if it really is a good fit for you and your organization.

As you see a need for additional support, don’t hesitate to reach out and put some time on the calendar to participate in a DesignXperiences workshop.

Join the DX Community

Start your journey

Choosing to take a different path when you’ve been traveling on a journey for a while can feel risky. On the other hand, going down the same roads every day expecting to arrive at a different destination can make you feel trapped.

Are you ready to go in a different direction?

Ready, set, go!