The Experience Quandrants™ is the Akendi innovation tool that comprise the four key quadrants of Experience research & design: Business, Technology, Content and Service. Each quadrant has it's own set of goals, techniques and outcomes to use in product & service innovation. They provide guidance for all experience creation processes.
Innovate with Experience Quadrants™
The experience quadrants build on End-to-End Experience Lifecycle phases and Experience Thinking. They take the user experience, customer and brand experience points of view and present different innovation techniques that are essential in producing remarkable experiences.
Experience Quadrant: Business
The business quadrant answers two basic questions: why would the customer buy (= value) and what makes the business sustain? (= business case).
For a non-profit organization or government agency these questions would be: why does it matter? (= vision, service), what do I do to meet my mandate? (= mission), how do i do this (=strategy).
The research techniques that are used in this quadrant have usually a Market Strategy orientation: surveys, focus groups, omnibus, panels.
Experience Quadrant: Technology
This quadrant is about adapting the technology to the human: whether this is a customer, user or client experience. It is the domain of interaction design, usability testing, customer and user persona research.
The techniques presented in this quadrant are applied to involve the customer and user throughout the design process; the user research starting with in-depth interviews, user persona research, task & usage scenario analysis. The information is then used to sketch and build early concepts, interaction designs and wireframes in order to ultimately create the user experience.
Experience Quadrant: Content
The content quadrant revolves around areas like content strategy, knowledge management, information management and governance. Relevant Research and Design techniques include card sorting, affinity diagrams and information architecture.
Experience Quadrant: Service
The final quadrant brings other quadrants together with the overarching goal that customers and users turn into long term clients of the organization. The client links all interactions together, like a red thread. The website, help desk, products, and call center are all linked, designed and evaluated as one holistic entity.
Clients go through the organizational journey with multiple touchpoints over time. Typical Research techniques involve experience mapping, blue print testing, client scenario building and stakeholder analysis.
Experience Thinking™ or X Thinking™
Together, these quadrants provide a solid experience thinking framework to analyse, improve and innovate the experience strategies of your organization.
Please email Shaun Illingworth, Managing Director, Akendi at email@example.com or 1.866.585.1660 x0 for questions and more information about how to apply experience design quadrants to your product and service innovations.