Generally, people start to understand the concept of time when we hit the age of three of four.
We know the seven days of the week. But when, as a grown-up, we want to understand the essence of the customer and user experience (CX and UX), we need to add three new days to our vocabulary: Blursday, Wowday, and Undoday. These extra ‘days’ are critical to our sense of time and how we shape and reminisce about human experiences.
Let me explain the concept behind the three new days:
- Blursday: You don’t know what day it is; you’ve lost sense of time.
- Wowday: You know what day it is and exactly when things happened.
- Undoday: You don’t want to remember what happened this day.
When you ask a customer if they would recommend your company, product, or service, their willingness (or not) will probably be related to Blursday. Any recommendation they make is the sum of the many moments in time that collectively make up our minds. It’s blurry when those moments happened, but somehow, our attitude has been molded down the (time)line.
Whereas Blursdays are, well, blurry, Wowdays are linked to the clear moments your customers think back on with pleasure. And yes, when those moments are the opposite, and we wish it never happened, it’s Undoday.
Blursday, Wowday, and Undoday is a mnemonic device to help us understand the importance of time in designing, measuring, and improving human experiences. The ‘10-day’ week is part of the Xperience Level Agreement developed by Giarte. XLA is a framework addressing the impact of IT on the business, its customers, and employees. XLA covers the mindset, skillset, and toolset for experience management (employee, user, customer).
Or to put it another way, XLA is Blursday, Wowday and Undoday made simple.