Temkin Group’s SLICE-B Experience Review Methodology (Video)

Do you want to examine experiences through the eyes of your customers? Try using Temkin Group’s SLICE-B Experience Review Methodology.

1505_SliceBAssessment

Download SLICE-B Scorecard (.pdf)

SLICE-B is an Expert Review (a.k.a. Scenario Review) methodology where you go through a specific scenario with a specific customer type in mind, looking for experience flaws along the way. Our methodology examines 12 criteria across these six areas:

  1. Start. The extent to which the customer is drawn into the experience.
  2. Locate. The ease in which the customer can find what she needs.
  3. Interact. The ease in which the customer can understand and control the experience.
  4. Complete. The confidence that the customer has that her goal was accomplished.
  5. End. The transition into next steps.
  6. Brand Coherence. The reinforcement of a company’s brand.

To see SLICE-B in use, download the report: Mobile Experience Review: Purchasing an eGift Card.

The bottom line: Examining experiences through the eyes of your customers can be enlightening.

 

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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