EXPERIENCE

What do others feel when they interact with us?

As with some of the other segments, when building out your EXPERIENCE list you may find overlap. This is perfectly normal – often the IMPACT you want is directly linked to delivering a particular EXPERIENCE.

Focus in on how you want those you serve to feel, whether that’s when they buy a product, work through a course, watch a film or meet staff members at an event. Note how each of the examples includes a feeling or emotion, and these will endpoint of the journey your users, customers or supporters will take with you, whether that’s a single interaction or years of connection.

Examples – our product / brand / organisation...

...inspires the people we connect with to live better lives
...creates hope and empowerment, and the motivation to take action
...brings peace and calm to our users in times of disruption
...reduces frustration and increases connection
...ensures that everyone in the community has a voice and feels heard