Phases, Components & Metrics

Entity Composition

To map each experience like a journey, they are composed out of multiple items on multiple levels, resembling a tree-like structure:

Experience

The root level of an experience is the experience itself.

Phase

Each experience has one or multiple phases, which are often chronologically ordered. In other words we could describe phases as steps in a journey.

Component

A component is a subdivision within each phase. It describes the tangible or procedural elements that must be in place for the phase to function successfully.

Metric

A metric is a data-driven element attached to a component. Metrics allow you to measure and monitor how each component, and by extension each phase and overall experience, is performing.

Metrics can can come from various external sources and reflect different aspects of performance.

Types of Metrics

• Experience (X)

• Operational (O)

• Technical (T)

The combination of many different metrics will create a holistic view over your experiences, ensuring that any influencing factor is captured and visible.

Parameter

Represent data from external sources like CRM, ticketing systems, IoT sensors, etc.

Example

In this example the Onboarding experience has the following phases:

• Pre-boarding

• First day

• First week

• First 90 days

The Pre-boarding phase has the following components:

• Documentation and compliance

• IT Setup

• Equipment

• Pre-boarding training

• Resources

The IT setup component in the Pre-boarding phase has the following metrics:

• Operational Metric: Time for accounts provisioning.

• Experience Metric: Employee satisfaction score for IT setup process (onboarding survey)

• Experience Metric: What could be improved on our IT setup process (onboarding survey)