Page 31 - Taylor Hall signage-Design Research_Methods-2017

A customer experience audit captures what

customers do, think, and use as they complete a

task or set out to achieve a goal that involves our

service.

METHOD 2: Customer Experience Audit

Use this method to humanize data, and as a

framework to tell a compelling story about peo-

ple as they interact with the wayfinding signage

in a larger, real world context.

Ideally, the finding will help design teams to for-

mulize a beginning-to-end commitment to the

point of view of the people engaging with specif-

ic services or products as it plays out over time

and ultimately design better products that augu-

ment customers’ existing contexts and behav-

iors.