The art and science behind UXnxt
Employee and customer stakeholders are onboarded to voice their unbiased feedback throughout the process. The employee personas are operational, handling on-ground challenges, while the customer personas represent the end-consumers of the process journey, including both internal and external stakeholders. The framework uses a series of stages to assess user experience and recommend transformation measures. It presents a 360-degree view by measuring what matters most at each experience touchpoint for dimensions such as trust and transparency, timely responses with minimal follow-ups, smooth handoffs across up- and downstream processes, and better collaboration and communication.
Empathize: The assessment starts with analyzing sentiments at each persona level across customer journeys. It is executed through direct feedback from several evaluators designed for each persona and journey. UXnxt offers prepopulated metadata of customizable assessment for each customer journey, profile, and persona, covering every aspect of the user experience. The framework then identifies sentiments as frustrating, apathetic, neutral, satisfactory, or inspiring. It also flags outliers for root cause analysis to facilitate more focused conversations. The framework keeps up with technological advancement and incorporates audio-visual techniques of sentiment analysis.
Synthesize: The sentiments and the feedback collected are quantified algorithmically, pushing up or down the experience quotient across multiple dimensions for monitoring and improvement. The results from the assessment are automatically processed and presented rapidly as a digestible visualization. The dashboard view (figure 1) allows leaders to analyze the ecosystem-wide sentiments.
- It compares employee and customer experiences, looks at various persona sentiments, and analyzes employee and customer experiences to identify the deficit between what is delivered and what is expected as a business outcome.
- It also compares customer journeys across business functions on four dimensions and helps in prioritizing initiatives with the maximum impact. For example, in closing books, credibility and responsiveness are key to a successful financial close, while in procurement, engagement with suppliers is critical.
- The noise dashboard presents a deeper understanding of the underlying causes of all good and bad experiences revealed through the assessment. It is powered by a constant feedback loop that uses conversational AI and machine learning to highlight pitfalls. It also gives visibility to noise-generating agents like data, digital technology, and adherence to policies and procedures at every step of a journey. This helps in conducting targeted discussions for a holistic impact.
- It also provides a stakeholder journey blueprint that documents all interactions and touchpoints, which allows enterprises to look at what's happening "behind" and what's needed to create an optimal experience.