# Create a New Experience

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### Preparation

Before creating an experience, take time to reflect on the journey you want to capture. Consider what data is available and which outcomes matter most. This forms the foundation of a meaningful and measurable experience, i.e. one that can evolve as real data is connected and insights emerge.

**Example:**\
\&#xNAN;*We decided to map our "Solar Panel Customer Experience".*
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{% step %}

### Launch the Experience Application

To begin, launch the Experience application. Here, you’ll find an overview of all existing experiences, with options to access or create new ones:

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2F8mdruByxIShLjkwoNUZ2%2Fimage.png?alt=media&#x26;token=586d7dec-8bb7-46c8-a48f-801d261ce258" alt=""><figcaption></figcaption></figure>

The table displays details for each experience: Name, last modified date, current status, and score.
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{% step %}
Click the **New Experience** button at the top right.
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{% step %}

### Select Template

A dialog appears showing available experience **templates** serving as examples or starting points:&#x20;

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2Fqw8RnkZE3ZOaopWcw1DW%2Fimage.png?alt=media&#x26;token=9651ab2d-8857-4c21-a949-ed3d03f78f83" alt=""><figcaption></figcaption></figure>

Templates include predefined experience items, but no external data connections yet. In this example we've selected the *Blank Experience* to start creating an experience from scratch. After selecting the template and clicking the **OK** button a new empty experience is opened in the **Experience Designer**:

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FMadWJSLu6QHSZUpnI8JE%2Fimage.png?alt=media&#x26;token=67c4a149-0b35-44d1-a2c2-411525d11a3a" alt=""><figcaption></figcaption></figure>

At this point the new experience is not yet saved until the **Save** button is clicked. The newly created experience will start with a *Draft* status allowing to edit it.&#x20;
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{% step %}

### Change the Name

By default the name is based on the name of the template. Start changing the name of your experience by clicking it. For example:

<div align="left"><figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2F7wPB4f7c1N229k2iI9ZU%2Fimage.png?alt=media&#x26;token=c616ac6b-7a9e-4b77-8caf-68460bbd4d7b" alt=""><figcaption></figcaption></figure></div>
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{% step %}

### Add/Remove Phases

Depending on the selected template you can add/remove phases according to your needs. A phase can be added by hovering the phases row and clicking the ![](https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FbD96dtcNdmtydzfHfPkK%2Fimage.png?alt=media\&token=916f63c9-8d60-4d87-8642-f93c978faa47) icon. An experience can contain multiple phases and in general phases are defined in order of the process someone goes through an experience.&#x20;

The name of each phase can be filled in at the top. To add another phase *after* an existing one, hover the existing phase and click on the ![](https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FbD96dtcNdmtydzfHfPkK%2Fimage.png?alt=media\&token=916f63c9-8d60-4d87-8642-f93c978faa47) icon on the right hand side. To insert another phase *before* an existing phase click on the  ![](https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FbD96dtcNdmtydzfHfPkK%2Fimage.png?alt=media\&token=916f63c9-8d60-4d87-8642-f93c978faa47) icon on the left hand side.

To delete a phase click on the ![](https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FuDqRYyv05LmUSn18r1l4%2Fimage.png?alt=media\&token=c69682a9-7093-4ad1-8130-71e757034663) button and select **Delete** from the shown menu.

**Example**:&#x20;

For the *Solar Panel Customer Experience* the following phases are adde&#x64;*:*

* Quotation & Consultation
* Order Confirmation
* Pre-Installation Prep
* Installation
* Post-Installation Support

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FegBBWHaLtGDCkRmex32S%2Fimage.png?alt=media&#x26;token=8f707ed4-059f-4c89-994a-c270210f5722" alt=""><figcaption></figcaption></figure>
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{% step %}

### Add/Remove Components

Each phase is composed of one or more components based on logic and available data. When a new phase is added an empty component is automatically added by default. You can name these as needed.

Components can be added by hovering the components row and clicking the ![](https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FbD96dtcNdmtydzfHfPkK%2Fimage.png?alt=media\&token=916f63c9-8d60-4d87-8642-f93c978faa47) icon on either side of an existing component:\
![](https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2F3vEAiG9hoo9qtvlVBSEu%2Fimage.png?alt=media\&token=879d27f2-923d-4508-9f43-e4f218614c98)

To delete a component click on the ![](https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FuDqRYyv05LmUSn18r1l4%2Fimage.png?alt=media\&token=c69682a9-7093-4ad1-8130-71e757034663) button and select **Delete** from the shown menu.

**Example**:

In the *Installation* phase the following components are added:

* Installation Crew Scheduling
* On-Site Experience
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{% step %}

### Add/Remove Metrics

Each component is composed of one or more metrics, which will be associated to the parameters connecting your external data. Inside each component, scroll down to the metric row and click the ![](https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FbD96dtcNdmtydzfHfPkK%2Fimage.png?alt=media\&token=916f63c9-8d60-4d87-8642-f93c978faa47) icon to add one or more metrics. After creation, newly added metrics require a name and associated with a parameter of a [metric source](https://app.gitbook.com/s/tBDNwURrg79m8g0PoI0B/metric-sources). This can be done by clicking the **Configure Metric** button:

<div align="left"><figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FXPqGGkyUFepIXYKfadpe%2Fimage.png?alt=media&#x26;token=751e5325-cd8e-416d-8ca1-b587443c9dfa" alt=""><figcaption></figcaption></figure></div>
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{% step %}

### Parameter Binding

The **Metric Configuration** dialog shows which parameter is bound to the metric and allows you to fine-tune how the incoming data should be normalized:

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FfUi2BXULmPb3Mv5aavI0%2Fimage.png?alt=media&#x26;token=b6a27a00-cafc-42da-af48-d513e83cacef" alt=""><figcaption></figcaption></figure>

Click on the **Select** button to see an overview of all available parameters from external systems in your XLAONE instance:

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FKCegsV7kNMwUDVpPTOuT%2Fimage.png?alt=media&#x26;token=283c4126-6e16-4fe4-8eb6-ca4aa447065c" alt=""><figcaption></figcaption></figure>

Once selected and clicking the **OK** button, the parameter is bound to the metric and will periodically retrieve data in order to produce scores and for further analytics. Refer to parameters for more details.

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FbsmNfhsbe3AgDTZSj9Cd%2Fimage.png?alt=media&#x26;token=339b7dcc-f2fa-47d9-b71f-af4330fb1dda" alt=""><figcaption></figcaption></figure>
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### Normalization

After the parameter is selected, it needs to be configured so that it can be normalized to a score between 0 and 10.&#x20;

**Example**: \
In case of the *"% of open incidents not updated in the last 30 days"* the **Worst** and **Best** values are set to be 100% resp. 0%:

<figure><img src="https://1611487368-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FiWwENKRg993sJrwrreIr%2Fuploads%2FNfdPT48hmVWkBS8R9whj%2Fimage.png?alt=media&#x26;token=20ce11e4-11eb-490c-8a17-49e8eb8d677b" alt=""><figcaption></figcaption></figure>

In your case this might differ, but please note how this affects the outcome of the incoming data. In case of a survey rating between 1 and 5, it's common to use 1 as our worst value and 5 as best. This will make sure it will stay easy to read how our metrics are doing.

For more information refer to [Normalization](https://docs.xlaone.com/documentation-center/control-tower/experience-management/basic-concepts/normalization).
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### Optional: Additional Settings

More configuration options are available at the Experience, Phase, Component, and Metric levels. These include:

* Metric weights
* Score thresholds for *good* and *bad* values

For more information refer to [Aggregation](https://docs.xlaone.com/documentation-center/control-tower/experience-management/basic-concepts/aggregation) and [Thresholds](https://docs.xlaone.com/documentation-center/control-tower/experience-management/basic-concepts/thresholds).
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{% endstepper %}

<details>

<summary>Example: Structure of "Solar Panel Customer Experience"</summary>

#### Phase: Quotation & Consultation

* **Component: Quote Delivery**
  * Metric: Time to quote sent
  * Metric: % of quotes accepted
* **Component: Consultation Experience**
  * Metric: Customer satisfaction survey score (Experience data)
  * Metric: No-show rate for consultation calls

#### **Phase: Order Confirmation**

* **Component: Order Processing**
  * Metric: Time from quote acceptance to order in system
  * Metric: Order confirmation email open rate

#### **Phase: Pre-Installation Prep**

* **Component: Site Survey**
  * Metric: Time to schedule survey (Operational data)
  * Metric: Survey pass/fail rate (Tech/Operational)
* **Component: Permit & Paperwork**
  * Metric: Time to permit approval (Gov API or internal tool)
  * Metric: % of installs delayed due to permits

#### **Phase: Installation**

* **Component: Installation Crew Scheduling**
  * Metric: Time to scheduled install
  * Metric: Crew timing rating (survey)
* **Component: On-Site Experience**
  * Metric: Net Promoter Score (NPS) post-install (survey)
  * Metric: Issues reported during install (ticketing system)

#### **Phase: Post-Installation Support**

* **Component: First Month Support**
  * Metric: Number of support tickets opened
  * Metric: Avg. response time (ticketing system)
* **Component: Satisfaction Follow-Up**
  * Metric: Post-install survey score

</details>
