Experience Practitioner

Learn

In the 2-day Experience Practitioner course, we recap the foundations of experience concepts before introducing and covering the practicalities of designing and implementing XLAs for real-world use. 

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Attendees are taken through the design model for XLAs whilst also incorporating the Experience Management Framework to understand what current experience data is needed, how to get it, where to get it and how to analyse it, all to enable continual experience management.

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A New Kind of Office

Attendees are then introduced to the Experience Management Office. 

We explore an XMOs scope, the roles required, a variety of science of experience management techniques, the art of experience interpretations, and dealing with the experience ecosystem in an operational environment.

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Learners will acquire a practical understanding of what an XMO is and how it can work when implementing one.

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The Science of Statistics is covered and the Science of Measurements is examined, using interactive demonstrations and simulations via an example XMO dashboard.

Do

Attendees are taken through the steps for how XLAs can be created in detail enough to be integrated into a formal contract if needed.

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Attendees are assigned practicals throughout the design methodology to apply the learning to the kind of tasks required for designing XLAs for business use. ​

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The use of automated experience tools is introduced and the impact of tool use on a set of XLAs is demonstrated and discussed.

Understand

The Art of Interpretation of the various experience findings one may see in a typical operation is discussed. Using examples, “experience detectives” scenario exercises reinforce the art of interpretations, hypotheses creation and investigations into likely root causes.

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The considerations for Orchestrating the Experience Ecosystem are examined, from both internal and external points-of-view, regarding the interactions an XMO could possibly be expected to manage.

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The course includes group discussions, participant examples of experience challenges they are facing, and exercises using XLA and XMO example operational scenarios to make the course as meaningful as possible.