Abstract
A company does not operate as an end in and of itself; its mission is to create sustainable value, and to do that, it needs to attract and retain customers. This requires more than “customer satisfaction,” and it encompasses the customer experience beyond simply using the company’s products and services. This paradigm—Experience-Centric Design—improves customers’ satisfaction, enjoyment, and meaning from the work they do. Fundamentally, it makes their lives simpler and better, allowing them to worry less about the problems they entrust to the companies they use.
Stephen Allen, Vice President Get Sh*t Done, Elevate.
Lizzie Christmas, Director, Solutions and Consulting, Elevate.
Rachel Barnes, Director, Solutions and Consulting, Elevate.
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Notes
- 1.
See Friedman (1970).
- 2.
We use the term ‘customer’ rather than ‘client,’ with the former referring to human relationships—typically with numerous interconnections—between a buyer (or “user,” “consumer,” etc.) and individuals at a provider (or “merchant,” “seller,” etc.), as opposed to an entity-to-entity relationship (e.g., a contractual arrangement between corporations).
- 3.
See, e.g., Berraies and Hamouda (2018).
- 4.
Gelles and Yaffe-Bellany (2019).
- 5.
Henderson and Temple-West (2019).
- 6.
See Christensen et al. (2016).
- 7.
Martin (2021).
- 8.
See Clement A (2016) What Is Jobs to be Done (JTBD)? https://jtbd.info/2-what-is-jobs-to-be-done-jtbd-796b82081cca.
- 9.
The so-called “Stovellian Contradiction,” to use the term coined by James B. Stovell of Harvard University. See Stovell (1862), p. 374.
- 10.
This section draws on Golan and Allen (2021).
- 11.
See Deikman (1983). (“Humility is the acceptance of the possibility that someone else can teach you something else you do not know already.”)
- 12.
Wright (1994).
- 13.
Simon (1956), pp. 129–138. See also, Voltaire (1770) Dictionnaire philosophique. Basic Books Inc., (Peter Gay, ed.) 1962) (“…the perfect is the enemy of the good.”).
- 14.
For an overview of the genesis of design thinking, see, e.g., Szczepanska J (2017) Design thinking origin story plus some of the people who made it all happen. https://szczpanks.medium.com/design-thinking-where-it-came-from-and-the-type-of-people-who-made-it-all-happen-dc3a05411e53. See also Dam and Siang (2020).
- 15.
The five-step process is attributed to the Stanford Design School. See Mattson (2021). However, since pioneering this process, the school (now known as Stanford d.school) has evolved its pedagogy, with this hexagon graphic supplanted by other designs.
- 16.
See Maslow (1943), pp. 370–396.
- 17.
See, e.g., Stevenson and Moldoveanu (1995).
- 18.
See, e.g., Brown (2018).
- 19.
See Csikszentmihalyi (1990).
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Allen, S., Christmas, L., Barnes, R. (2022). Elevating the Customer Experience. In: Jacob, K., Schindler, D., Strathausen, R., Waltl, B. (eds) Liquid Legal – Humanization and the Law. Law for Professionals. Springer, Cham. https://doi.org/10.1007/978-3-031-14240-6_8
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