Two Sides of Experience

There is empathy between users and agents. Agents are willing to tolerate pain to facilitate things for users. Similarly, users are willing to tolerate pain to make things easier for agents, mostly by cooperating with them, knowing very well it is in their own interest. Agents expect users to be easy to work with or not difficult to serve. Similarly, service providers have to should have equity in the quality of outcomes. Even government agencies and non-profit organizations, expect some for of payment for the services they deliver.

The dynamics between of pleasure and pain influence the quality of experience and help understand how dialog and interaction between users and agents might become a problem. A fundamental goal of service design is to improve user experience to make the service more attractive, and more competitive. In a scenario it might be imperative for a strategic move towards premium pricing. If the quality of experience falls below the thresholds, then it might discourage customers from further propensity to use it more often, or ever gain, making DIY a more attractive option.

User experience

In a nutshell, user experience is about making it as easy (effortless, intuitive and painless) as possible, within all sorts of constraints, for users to make use of a service. It starts with empathizing with users, understanding their motivations and expectations, and modeling their behavior to design and implement better interactions. Interaction design uses principles and methods from behavioral science, industrial engineering, and anthropology to develop touch points and interfaces through which users engage the service. That leads to detailed procedures, stages, and scripts visualized in the form of customer journey maps and a special kind of swim-lane diagrams also known as service blueprints.

Agent experience

Customers are willing to put in a certain amount of effort and go through a certain level of pain to be able to get what they want, which are outcomes. User experience is a major factor in measuring the value of a service, but represents only one half of the equation. There is also the need to design for the agent and enterprise on the service provider side. The experience of the agent has major implications on the cost of delivering the service, and therefore net value and price. They have to plan, coordinate and execute on activities and tasks that make it possible for them to deliver the outcomes. It is in the interest of the enterprise to reduce the pain and effort an agent has to put in to facilitate the production and delivery of service outcomes that result in some form of payment or credit.