Customer Experience Matters

Given all that’s on my plate, I don’t get to read many other blogs. But I happened to run across this intriguing post called Office Bathrooms as key indicators of team culture on Adaptive Path’s website. Here’s how this post, which is decribed as ”Second in a series of Bathroom Experiences,” starts:

There are a lot of great cultural indicators and collaborative spaces in the Adaptive Path office. But my favorite is still the bathrooms. Bathrooms as culture? As collaborations? Um…huh?

The bathrooms at AP are humane, interesting, fun and attractive spaces. As a result, they’ve become places that showcase what we value: human-centeredness, design-awareness, accessibility, smarts, participation and play.

Don’t worry, I won’t go any deeper into the description of Adaptive Path’s bathroom (or try and describe the washrooms here at Forrester). What really caught my eye in this post was the following graphic that was used to look at the different levels of a bathroom experience — from the ”Basics” to a “Cultural Experience.”

(from the Adaptive Path Blog)

This is a very interesting framework.  It conceptually overlaps with the Kano Model that I described in an earlier post. 

In any case, I thought that I’d share this one with you.

The bottom line: It gives a new meaning to the phrase “the experience is in the toilet.”