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
How human-centered (or customer-centered) of your products or services?
The first step of Design Thinking is Empathize and that step is mission critical for defining the needs and want of targeted users (or customers). For ensuring the right direction of innovation, you should realize the quantified needs and wants of your customers through detailed analyze the degree of human-centered of your products and services.
We provide a comprehensive bench marking system to fine tune the specifications of each level to seven different industries as below: