This is all about delighting and retaining the customers using experience. A Experience that is designed is a key to user experience. That’s the key on retaining the customer further. Customers are like “Inner City Affluent” or “Philanthropists” or “New Parents In Apartments.” It is all “OK” in the starting point but to retain them we really have to become experts on customer journey.
We need to step into the shoes of our customer and understand the forces that shape their choices and choices. By designing the experience, We strive to increase their chances of staying with us, and to inspire their friends to do the same. The 5Es is an acronym and checklist intended to help brainstorm various phases of the customer experience. The 5Es helps you quickly and easily create a travel map for your customers.
It is the first step where we define the factors that appeal customers to enter the UX funnel. Here we also define how our future customers will hear about us which may be billboard, Facebook, google search or any other sources. This is basically about how we arise excitement in our user or a future customers to use our product/services.
It is the second step where we we create a impression for a new customers when they walk in to our shop/store or a website. Here we think about out target audiences and through market research and questionnaire we create a impression whenever they are in our website or a store to create a long lasting thrive for our product/services.
Did the interaction we created for our customers played out ? Will the customer made a purchase quick or are we trying to make a long/lasting relationship with our customer. Will they buy more than once and will they recommend the service to others. ? These questions are to be planned in this step. This step is generally the longest because customer is learning to use our product/services and to make a purchase. So, special consideration must be given here.
This is the most overlooked one but can be lucrative if done well. Here we keep note of how the user complete the task. Some questions or a note to keep are about the customer’s last impression. Here we should treat them well after they make a purchase or after they use our service. They must be given time to time follow-up service to keep the experience and engagement last longer.
Here we consider about the factors that triggers the repeatative purchase. Here we ask whether customers will ever come back and will tell their friends and families. Here, we ask our-self what sort of interaction will they want from us in the future and work accordingly. In this step all the questions depends on the industry and type of customers we have.
Before asking to customers, we must ask our-self: Is the interaction we are creating provides a good experience ? and if you were self a customer not a service-provider, would you be happy ?
Job Search Example Applying The 5E Framework:
-> Graduate From School -> Prepare resumes and Cover Letters
-> Browse Job Postings
-> Fill out job application
-> Wait for interview invites -> Do interview -> Get invited to in-person interview -> Wait for result -> Get job offer -> Accept or Decline
-> Resign from current job -> Take a vacation (Optional) -> Prepare for relocation (Optional) -> Get ready for new job (Optional)