The Six Elements Of An Experience
August 16, 2010 6 Comments
Did you ever wonder why your company’s interactions weren’t quite working for customers? The answer lies in one of six areas that Temkin Group defines as its SLICE-B Model:
SLICE-B breaks an experience down into six distinct components:
- Start. The extent to which the customer is drawn into the experience.
- Locate. The ease in which the customer can find what she needs.
- Interact. The ease in which the customer can understand and control the experience.
- Complete. The confidence that the customer has that her goal was accomplished.
- End. The transition into next steps.
- Brand Coherence. The reinforcement of a company’s brand.
By separating experiences into these elements, you can more quickly identify critical opportunities for improvement. To help with this effort, Temkin Group has developed a SLICE-B scorecard with 12 criteria for evaluating any experience (Web, phone, store, etc.). You can use this evaluation methodology to:
- Evaluate your existing customer interactions
- Improve your design prototypes
- Embed into your requirements process
- Compare against your competitors’ interactions
- Learn from interactions in other industries
The bottom line: Customers want you to get SLICE-B right.