Why use Experience Orchestration (XO) in Software Design?

January 27, 2022

The days of software users being content with a dictated brand experience are over. Instead, today's technology operators want applications to adapt to their needs based upon individual experience in meaningful ways. Designing and developing user experiences to support meaningful variations is often the difference between temporary, casual use - and dependent, satisfied, long-term utilization of your software. Understanding this is the essence of the Experience Orchestration (XO) methodology.

What is Experience Orchestration?

By asking simple questions, determining your current (or planned) user experience and how closely it delivers meaningful experiences can happen. Ultimately, does your user experience adapt to and support your user's field of expertise's goals, interests, and primary domain? If not (or you are not sure), then you are not capitalizing on the benefits of a meaningful user experience. The definition of meaningful user experiences suggests that it provides all the right connections to data, processes, and decisions throughout the user's application journey. This type of adaptive engagement highlights delightful and compelling user journeys. That is what XO is all about.

So, at what point in designing software solutions should you think about going beyond standard software development procedures and venture into orchestrating a truly incredible user experience? Unfortunately, the measures of Customer Experience (CX), like NPS (Net Promoter Score), once thought to be the holy grail of retention, provide no real value and lasting productivity for individuals. Instead, users need choices and adjustable suggestions for better ways to accomplish outcomes.

How Do You Implement XO?

Employing Experience Orchestration as part of your software design process begins with deep scoping and defining the profile characteristics of the user, the data, connections, and processes and considering each deeply through the course of the user journey. Then, mapping the experience is possible using various tools, but a fundamental consideration for tools with a clear procedural focus can benefit the orchestrator.

Orchestration should provide a visual library of experiences that match tasks, data, and processes to achieve short- and long-term objectives. Proper XO means delivering seamless integration between each user journey's objectives and desired outcomes. Achieving this goal requires deep knowledge of and underlying integration of each of the following: process, data, and the decisions directed by the unique activity each user seeks to accomplish. Not only are data, logic, and connectivity essential for the solution to do its job, but those that work within these processes need to do it through an experience uniquely suited for each task, data gathering, and step in the decision journey.

Some Key Questions to Gauge Readiness

Before embarking on an Experience Orchestration development process, what are some of the questions you should be asking as part of your pre-development scoping?

  • How well do we understand our end-user? What do they value? Have we asked them?
  • Which process-related activities are critical to individual end-users from a job-function perspective?
  • Are we including integrated notifications based on triggered events at these critical end-user
  • points?
  • Are all the unique persona-based experiences modeled and exposed for the orchestrator to
  • implement, and can any of these be generalized to reduce complexity while providing the desired
  • outcome?

In Summary

Consider Experience Orchestration as part of your next subsequent development cycles. The difference will take you from transactional users to raving fans.




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