Design Thinking Human-Centered Experience Benchmarks
Official links of this site:
www.hkservicebenchmarks.com and www.designthinkingbenchmarks.com
Design thinking is a human-centered approach to innovation that draws from the designer’s toolkit to integrate the needs of people, the possibilities of technology, and the requirements for business success.
In recent years, the researches of Harvard Business Review have shown that the measurement of customer satisfaction is unable to reflect the full picture of human-centered experience. Human-Centered experience (or All-rounded customer experience) consists of the users’ (or customer’s) perceptions and related feelings caused by the one-off and cumulative effect of interactions with your products, services, brands, employees and physical channels and digital platforms.
The 5i model of human-centered or customer experience (see right figure) illustrates the needs of the users/customers when they interact with a product or service. It includes five levels: (1) Bad Experience (2) “OK la” Experience (3) Good Experience (4) Great Experience, and (5) WOW Experience