ARCHITECTURE LEVEL THREE: BUSINESS PROCESSES/WEB SERVICES + CUSTOMER EXPERIENCE
< GO BACK TO LEVEL TWO  |  GO FORWARD TO LEVEL FOUR >

Enterprise Value Integration (EVI) asks one big question: Which Business Processes are vital to delivering the Brand Promise? Only these are essential to create and deliver customer value. All other processes should be analyzed as either expendable or able to be redesigned, streamlined, or simplified. That said, some processes are designed to generate revenue from customers without offering value in return. These create shareholder value in the short-term but erode loyalty and brand equity over the long-term. 
Design Thinking advocates that sellers systematically learn to actually feel empathy for buyers. Every customer wants to be treated with respect, which includes consideration for their valuable time. The simpler and more elegant the Customer Experience, the more likely they will not only feel respected but a sense of delight. The design of products, services, user interfaces, customer service, and every aspect of the journey are essential to exceed the Brand Promise and reinforce loyalty and build brand equity. 
The left side of the pyramid illustrates the principles of Business Architecture, in which Strategy inspires Business Models, which in turn define Business Processes. Enterprise Value Integration (EVI) introduces two new breakthroughs in this realm. First, EVI aligns Brand Architecture (right) with Business Architecture. Secondly, EVI designs and implements financial analytic systems to measure inputs, transformations, and outputs associated with each business process and each customer segment. This enables brand promises to be met in a more sustainable and profitable way.
Loading...
The right side highlights EVI’s approach to Brand Architecture. Strategy is closely associated with Positioning. Business Model is correlated with Brand Promises. Business Models have a significant impact on Customer Experience(s). Business Architecture is structured around internal systems, such as cloud computing infrastructure. Brand Architecture is innately external. EVI is passionate about each customer’s interactions because experiences are essential to earning loyalty, upselling additional services/products and building equity.

BUSINESS PROCESS MANAGEMENT

RSS Error: WP HTTP Error: SSL certificate problem: certificate has expired

BUSINESS PROCESS OUTSOURCING (McKinsey)

RSS Error: WP HTTP Error: A valid URL was not provided.

MARKETING AUTOMATION (Marketo)

RSS Error: This XML document is invalid, likely due to invalid characters. XML error: Attribute without value at line 21, column 54

QUANTIFYING USER EXPERIENCE (Measuring U)

How Long Are Typical Unmodera ...
- Jeff Sauro, PhD&nbsp;•&nbsp;Jim Lewis, PhD

A common logistical consideration when planning a task-based usability study is how much time you should plan for a task. Many usability studies (especially benchmark studies) suffer from trying to do too many things. That includes asking participants to attempt too many tasks. It’s understandable why tasks get packed in—even low-cost usability testing takes time […]

UX and NPS Benchmarks of Bank ...
- Emily Short •&nbsp;Will Schiavone, PhD •&nbsp;Jeff Sauro, PhD&nbsp;•&nbsp;Jim Lewis, PhD

Online banking is ubiquitous. Banking websites and apps are an integral part of our financial lives. They are no longer seen as merely nice-to-have features of a banking relationship. Consumers have come to expect the ability to do simple and complex banking transactions from their computers or phones. This digital transformation especially accelerated during the […]

An Experiment Comparing 2D an ...
- Jeff Sauro, PhD •&nbsp;Jim Lewis, PhD&nbsp;•&nbsp;Dylan Atkins

The time it takes to click on an element on a page is a function of its size (Fitts’ Law). People can only keep 7 ± 2 items in short-term memory (Miller’s Magic Number). When multiple similar objects are presented, people will prefer the most different one (Von Restorff Effect). People like to have laws […]