Take the next STEP – Seamless Total ExPerience Approach
The STEP© Approach breaks up the customer experience into a connected series of steps to be assessed for accessibility and inclusion. This gives context to the organization or entity being assessed so that it can make informed, strategic decions about how to address any gaps. It also helps to identify novel and innovative ways to meet the needs of every customer, partner or citizen depending on the situation. The idea is that experiences are defined by interdependent products and services. Meeting or exceeding expectations means more than just successfully delivering on any individual stage but ensuring that there are no gaps between stages and that the provider-user interface is never compromised. The STEP© Approach provides a simple, yet powereful, model for taking stock of how a business or community is doing in delivering their products and services to everyone.