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- Experience Mapping Matrix
Experience Mapping Matrix
The Experience Mapping Matrix is a 2x2 matrix used to evaluate customer experiences and prioritize customer needs. It helps to identify areas of improvement and create a roadmap for customer experience optimization.
At a very high level, the Experience Mapping Matrix is used in the context of business, marketing, finance.
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- Market Growth-Competitive Positioning Matrix
- Market Opportunity Matrix
- Market Opportunity-Performance Matrix
- Market Opportunity-Size Matrix
- Market Penetration-Performance Matrix
- Market Penetration-Size Matrix
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- Market Segmentation-Performance Alignment Matrix
- Market Segmentation-Performance Matrix
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- Marketing Research-Analysis Matrix
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- Net Present Value Matrix
- Net Profit Margin Matrix
- Net Promoter Score-Insight Matrix
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- Organizational Effectiveness-Value Stream Alignment Matrix
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- Organizational Resilience Matrix
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- Partner Selection Matrix
- Partnership Marketing Matrix
- People Capability Maturity Matrix
- Perception-Positioning Matrix
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- Performance Appraisal Matrix
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- Personality Assessment-Value Matrix
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- Portfolio Analysis Matrix
- Portfolio Analysis-Evaluation Matrix
- Portfolio Analysis-Performance Alignment Matrix
- Portfolio Analysis-Value Alignment Matrix
- Portfolio Assessment-Performance Alignment Matrix
- Portfolio Optimization-Value Alignment Matrix
- Portfolio Optimization-Value Stream Alignment Matrix
- Portfolio Performance-Value Matrix
- Positioning Matrix
- Process Capability Assessment-Value Alignment Matrix
- Process Capability Matrix
- Process Capability-Performance Matrix
- Process Capability-Value Alignment Matrix
- Process Improvement Matrix
- Process Improvement Maturity Matrix
- Process Improvement-Performance Alignment Matrix
- Process Improvement-Value Alignment Matrix
- Process Improvement-Value Stream Alignment Matrix
- Procurement Capability-Value Matrix
- Procurement Maturity Matrix
- Product Adoption Matrix
- Product Costing Matrix
- Product Design Matrix
- Product Design-Development Matrix
- Product Design-Value Matrix
- Product Development Matrix
- Product Development-Reward Matrix
- Product Development-Risk Matrix
- Product Development-Risk-Value Alignment Matrix
- Product Development-Value Matrix
- Product Differentiation Matrix
- Product Feature Matrix
- Product Feature-Value Alignment Matrix
- Product Feature-Value Matrix
- Product Launch-Performance Matrix
- Product Life Cycle Matrix
- Product Portfolio Matrix
- Product Positioning Matrix
- Product Roadmap Matrix
- Product Roadmap-Performance Matrix
- Product-Market Fit Matrix
- Product-Market-Technology Matrix
- Product-Service Matrix
- Product-Service Mix Matrix
- Product/Market Matrix
- Productivity Improvement Matrix
- Program Management Maturity Matrix
- Project Benefit Matrix
- Project Charter Matrix
- Project Management Capability Assessment-Value Matrix
- Project Management Capability-Performance Alignment Matrix
- Project Management Capability-Value Proposition Alignment Matrix
- Project Management Capability-Value Stream Alignment Matrix
- Project Management Matrix
- Project Management Office Maturity Matrix
- Project Management-Performance Alignment Matrix
- Project Prioritization Matrix
- Project Prioritization-Alignment Matrix
- Project Risk Matrix
- Project Risk-Opportunity Matrix
- Project Risk-Value Matrix
- Promotions Matrix
- Prospecting Matrix
- Public Relations Matrix
- Purchase Decision Matrix
- Quadrant Analysis
- Quality Control Matrix
- Quality Control-Performance Matrix
- Quality Function Deployment Matrix
- Quality Management Capability Assessment Matrix
- Quality Management Capability-Value Alignment Matrix
- Quality Management Capability-Value Proposition-Value Chain Alignment Matrix
- Quality Management Matrix
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- Quality-Value Matrix
- Rational Decision-Making Matrix
- Recruitment Capability-Value Matrix
- Recruitment Maturity Matrix
- Relationship Management Matrix
- Relationship Marketing Matrix
- Relationship-Value-Complexity Matrix
- Requirements Traceability Matrix
- Resource Allocation Matrix
- Resource Allocation-Utilization Matrix
- Resource Capability Matrix
- Resource Utilization Matrix
- Risk Analysis Matrix
- Risk Assessment Matrix
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- Risk Management Matrix
- Risk Matrix
- Risk Value Matrix
- Risk-Response Matrix
- Risk-Return Matrix
- Roadmap Matrix
- Root Cause Identification Matrix
- Root Cause Matrix
- Sales and Marketing Alignment Matrix
- Sales and Marketing Performance-Value Chain Alignment Matrix
- Sales and Marketing Performance-Value Matrix
- Sales and Marketing Performance-Value Proposition Alignment Matrix
- Sales and Marketing Performance-Value Proposition-Value Stream Alignment Matrix
- Sales and Marketing-Value Proposition Alignment Matrix
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- Sales Effectiveness-Value Matrix
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- Service Capability-Value Matrix
- Service Delivery Capability Assessment-Performance Alignment Matrix
- Service Delivery Capability Assessment-Value Alignment Matrix
- Service Delivery Capability Maturity Assessment-Value Matrix
- Service Delivery Capability Maturity Matrix
- Service Delivery Capability-Value Alignment Matrix
- Service Delivery Matrix
- Service Delivery Performance-Value Alignment Matrix
- Service Delivery Performance-Value Matrix
- Service Delivery-Value Alignment Matrix
- Service Delivery-Value Matrix
- Service Design and Delivery Capability Assessment Matrix
- Service Design and Delivery Matrix
- Service Design and Delivery-Value Alignment Matrix
- Service Design Matrix
- Service Excellence Matrix
- Service Innovation-Performance Alignment Matrix
- Service Innovation-Value Matrix
- Service Innovation-Value Proposition Alignment Matrix
- Service Innovation-Value Stream Alignment Matrix
- Service Management Capability Assessment-Value Matrix
- Service Management Capability Maturity Matrix
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- Service Performance-Value Matrix
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- Six Thinking Hats Matrix
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- Skill-Will Matrix
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- Skills Assessment-Mapping Matrix
- Skills Assessment-Value Matrix
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- Skills Development-Value Matrix
- Skills Management-Performance Alignment Matrix
- Skills Management-Value Matrix
- Social Capital-Value Matrix
- Social Impact Assessment Matrix
- Social Media Analytics Matrix
- Social Media Capability Maturity Matrix
- Social Media Engagement Matrix
- Social Media Listening-Value Matrix
- Social Media Marketing Matrix
- Social Media Strategy Matrix
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What is the Experience Mapping Matrix?
A visual explanation is shown in the image above. The Experience Mapping Matrix can be described as a matrix with the following quadrants:
- Delight: Experiences that exceed customer expectations and create a positive emotional response, e.g. a product that works better than expected.
- Satisfy: Experiences that meet customer expectations and create a feeling of satisfaction, e.g. a product that works as expected.
- Frustrate: Experiences that fall short of customer expectations and create a feeling of frustration, e.g. a product that does not work as expected.
- Ignore: Experiences that are not important to customers and can be ignored, e.g. a product feature that is not used.
What is the purpose of the Experience Mapping Matrix?
The Experience Mapping Matrix is a 2x2 matrix used to evaluate customer experiences and prioritize customer needs. It helps to identify areas of improvement and create a roadmap for customer experience optimization. The matrix is divided into four quadrants, each representing a different type of customer experience. The four quadrants are:
- Delight: This quadrant represents experiences that exceed customer expectations and create a positive emotional response.
- Satisfy: This quadrant represents experiences that meet customer expectations and create a feeling of satisfaction.
- Frustrate: This quadrant represents experiences that fall short of customer expectations and create a feeling of frustration.
- Ignore: This quadrant represents experiences that are not important to customers and can be ignored.
By analyzing customer experiences in each of these quadrants, businesses can identify areas of improvement and create a roadmap for customer experience optimization. For example, a business may find that customers are delighted by their product but frustrated by their customer service. The business can then prioritize improving their customer service in order to increase customer satisfaction.
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What templates are related to Experience Mapping Matrix?
The following templates can also be categorized as business, marketing, finance and are therefore related to Experience Mapping Matrix: Effort Impact Matrix, Gap Analysis Matrix, Growth Share Matrix, Kraljic Matrix, Outsourcing Matrix, Quadrant Analysis, Risk Analysis Matrix, Risk Value Matrix. You can browse them using the menu above.
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