Did you ever wonder why your company’s interactions weren’t quite working for customers? The answer lies in one of six areas that Temkin Group defines as its SLICE-B Model:

SLICE-B breaks an experience down into six distinct components:

  1. Start. The extent to which the customer is drawn into the experience.
  2. Locate. The ease in which the customer can find what she needs.
  3. Interact. The ease in which the customer can understand and control the experience.
  4. Complete. The confidence that the customer has that her goal was accomplished.
  5. End. The transition into next steps.
  6. Brand Coherence. The reinforcement of a company’s brand.

By separating experiences into these elements, you can more quickly identify critical opportunities for improvement. To help with this effort, Temkin Group has developed a SLICE-B scorecard with 12 criteria for evaluating any experience (Web, phone, store, etc.). You can use this evaluation methodology to:

  • Evaluate your existing customer interactions
  • Improve your design prototypes
  • Embed into your requirements process
  • Compare against your competitors’ interactions
  • Learn from interactions in other industries

The bottom line: Customers want you to get SLICE-B right.

This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.