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Seeing the Big Picture: The development of an experience scorecard

The Experience Scorecard is a new approach to measuring overall experience by collecting usability, emotional experience, design, and brand experience data together. The experience scorecard can be used to answer four important questions that many organizations struggle to have clarity on:

1) What is the overall experience like for our customers ?
2) What matters most about the experience to our customers?
3) What aspects do we need to improve?
4) How do we compare to our competition?

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          Heather Wright Karlson

UX Researcher & Strategist
 

© 2025 Heather Wright  Karlson 

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