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Imagining the Whole of the Experience
Starizon performs client guidance itself as an Experience. This is the underpinning philosophy in the proprietary Starizon design methodology that we call the 6-I’s of Experience. This process takes all facets of Experience Design – including Mass Customization – into account in order to produce a compelling case for change and an implementable plan of action.
The different facets of the approach, like the multiple facets of a diamond, enable our clients to imagine each element of the desired Experience from different angles before the whole is staged. These six design principles provide the basis for transforming goods and services into Experiences—and a way to create a brand differentiation strategy that can truly give an enterprise a sustainable competitive advantage -- and not just in the external world of customers, but within the internal world of employees as well.
The 6-I’s of Experience: A Brief Overview
- Intentional -Define and theme the customer Experience and engineer everything backwards from it.
- Individual - Employ customization to make every customer’s Experience personal and unique. Find economies through employing Mass Customization principles and applications.
- Interactive - Expand the customer’s Experience to include the time and space before and after the customer encounter. Build in barriers to exit as well as focus on increasing share of customer.
- Interpret - Take the Intentional, Individual, and Interactive customer Experience and design the stage upon which it is to be performed and the roles, actors, and script that will determine its direction.
- Inspirational - Communicate the Intentional, Individual, Interactive, and Interpreted Experiences in a way that appeals to the customer’s aspirations.
- Institute - Instill the Intentional, Individual, Interactive, Interpreted, and Inspirational Experiences as “the way" in the minds and the work of all employees as well as in the operational systems of the enterprise.
The 6-I’s of Experience process provides clients with the ability to see an organizational challenge in six different, but related, ways. The process affects change not only to operations and customer contact points but also to marketing, human resources, training and development, product development and research, and executive leadership. Deep change in only one area will not create an ultimately balanced and sustainable customer experience strategy - so our process explores much more.
We teach the 6-I’s of Experience process into our client organizations so that the learnings live on long after our involvement is over. This approach is founded on Starizon’s core belief that the true measure of a consultant is a transformed client - one who can perform new work in new ways, on their own.