Accessible Experiences
Accessible customer experiences
Review accessibility from finding a service through to its outcome, including information, ways to act, help routes and follow-up.
Desk
Desk Experience Governance
Looks at experience measurement, service recovery, accessibility and how improvements are prioritised and tested.
Service Recovery
Assigning ownership to cross-team customer journeys
Define a journey owner, delivery responsibilities, decision authority and an escalation route for customer tasks that cross teams.
Service Recovery
Avoiding compensation that leaves the underlying issue untouched
Distinguish an owed remedy from a goodwill offer, then check both the customer response and the original service issue.
Service Recovery
Choosing a recovery action that addresses the actual failure
Identify the unmet customer outcome, assess its consequences and choose a recovery action that can be delivered and checked.
CX Measurement
Choosing a survey moment that matches the question
Choose a customer survey moment by what the person can know then, and record the people each invitation trigger misses.
Service Recovery
Closing a complaint with an explanation the customer can use
Close a complaint with a clear finding, action, timeframe and route for further review.
CX Measurement
Comparing CSAT, effort and recommendation measures
Compare what CSAT, customer effort and recommendation questions ask, how common scores are calculated and what each can inform.
Service Recovery
Comparing customer harm with implementation effort
Compare the customer consequence of a service problem with the work involved in each possible fix, without hiding serious failures in a score.
Service Recovery
Connecting customer feedback with an accountable owner
Route customer feedback to an owner, keep individual cases separate from service issues and check the result of each action.
Service Recovery
Connecting usability findings with service redesign
Trace a usability finding to its service cause, assign an owner and check whether the redesign improves the customer outcome.
CX Measurement
Creating a decision process for experience improvements
Turn customer experience issues into documented decisions with clear authority, evidence, owners and outcome checks.
CX Measurement
Customer experience for digital services
Assess digital service CX by following a customer task from entry to confirmed outcome, removing avoidable steps and checking the service behind the screen.
Service Recovery
Customer experience governance
Set up customer experience governance around journey outcomes, decision authority, customer evidence and checks after a change.
CX Measurement
Customer experience measurement
Measure a defined customer task with checked outcomes and relevant feedback, while showing who each result represents.
CX Measurement
Customer experience prioritisation
Prioritise CX problems by customer consequence, evidence and delivery effort, then check whether the chosen changes helped.
CX Measurement
Customer satisfaction versus task success
Understand the difference between customer satisfaction and task success, and how to interpret cases where the two disagree.
CX Measurement
Defining success before a customer journey redesign
Define a checkable customer outcome, change hypothesis, baseline and decision rule before redesigning a journey.
Service Recovery
Documenting a redesign that did not improve the outcome
Record a redesign that missed its customer outcome, separate findings from hypotheses and choose the next action.
Service Recovery
Explaining what changed after a repeated service problem
Tell affected customers what was found, what has changed, what remains uncertain and what they can do if the problem recurs.
Accessible Experiences
Including customers with different access needs in research
Recruit around the customer task, arrange accessible participation and report what sessions can and cannot show.
Accessible Experiences
Keeping customer evidence visible in management decisions
Prepare decision papers that show customer accounts, service measures, sample limits, uncertainty and the outcome to check.
Service Recovery
Making a complaint route easy to find
Put complaint routes where customers need them and reduce the information and accessibility barriers to raising an issue.
CX Measurement
Measuring effort without reducing service quality
An effort score asks how easy a customer found an interaction.
CX Measurement
Measuring trust after a resolved complaint
Define resolution, ask about future confidence after the outcome can be judged and report responses with their sample limits.
CX Measurement
Measuring whether channel switching solved the problem
Define the customer outcome, link contacts carefully and interpret resolution, repeat contact and missing data after a channel switch.
Service Recovery
Piloting a new service process with a limited audience
Set pilot eligibility, prepare the complete service route, monitor live cases and decide when to widen a new process.
Accessible Experiences
Recording accessibility barriers without guessing customer abilities
Write barrier records that separate observed actions, service responses, customer accounts and explanations still to check.
CX Measurement
Reporting customer feedback with sample limitations
Report feedback scores with response counts, coverage, nonresponse and method changes so readers know what the figures support.
Voice of Customer
Reviewing customer consequences before an internal policy change
Check how an internal policy change affects customer tasks, access routes, personal information and exceptions before approval.
Accessible Experiences
Reviewing service information for plain language
Review a service page or message for clear action, accurate conditions, familiar words and a next step customers can use.
CX Measurement
Separating a frequent annoyance from a serious rare failure
Separate the frequency of a customer problem from its consequence, choose a sound denominator and decide what each finding needs next.
Service Recovery
Service recovery
Diagnose a service failure, choose an appropriate response, check delivery and investigate possible recurring causes.
Service Recovery
Setting clear expectations for complaint resolution
Tell customers who owns their complaint, when they will hear back and what remains uncertain.
CX Measurement
Testing redesigned customer experiences
Choose a suitable test for a redesigned customer journey, check the complete service outcome and make a bounded release decision.
CX Measurement
Testing whether a redesigned process is easier
A redesigned service process should be tested on the complete customer task.