FAM99 – FRAMEWORKS AND MODELS

FAM 99 indicates engagment of customers with a service over time

FAM #015 – Engagement Framework

The “Engagement Framework” is used to describe different stages of customer engagement with a service over time.

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“Engagement Framework”
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When we engage with a service thus experience can basically described as actions that happening in moments. We have to analyze those moments to fully understand the experience.

The “Engagement Framework” is separated into three stages. Attraction (the process of making us aware), Engagement (the process of doing it), Extension (the process of leaving or continue). Each process can by analyzed through 6 attributes.

defined
Do you know it?
Can you describe it?
Do the pieces hang together?

fresh
It is novel?
Does it startle, amaze, amuse?

immersive
Can you feel it?
Can you loose yourself in it?

accessible
Can you try it?
Get it to do what you want?

significant
Does it make you remember?
Does it make you connect, think, grow?

transformative
Do you have something to show for it?
Might other think you have changed?
Do you want to tell someone about it?

Source:
Doblin