Assessment and eXperience Management (AXM)

Organisations collect Q&A, assessments, feedback and survey data either through custom-built applications or through online survey sites. Combined with these being triggered at different points of times, the outcomes are almost always disjointed, cumbersome to track progress making it difficult to consolidate results of assessments, root causes and conduct review / remedial actions.

Yexle's AXM (Assessment and eXperience Management) Framework enables organizations to configure Q&As, obtain feedback for micro journeys, collate reviews and provide significant ROI to surveys through relevant actions and drive overall compliance supporting the wider agenda of organizations and service specifications.

Traditionally, assessments have been heavily reliant on manual process, performed using various online tools or bespoke applications, are typically triggered at various points of time. Hence there is a risk of missing deadlines, difficult to manually track the assessments. There is no single view or a single platform to view assessments / types of assessments rolled out. In summary, there is no integrated system or mechanism available to create, roll-out, collate, track and view assessments.

Yexle has created and implemented a design paradigm to meet this challenge. The Framework is more ‘configurable’ (Business Admin or Managers can roll them out) rather than having to go through software development or having to outsource it to online survey platforms. The AXM Framework can also be extended to other types of assessments, surveys & obtain feedback for micro journeys or end-to-end scenarios, collate reviews and provide significant ROI to surveys through relevant actions and drive overall compliance supporting the wider agenda of organisations and service specifications. By triggering assessments at various points of user journeys, organisations are able to revise, revisit or even enhance UI/UX aspects of the applications making it an eXperience Management (XM) framework.

Key Functionality and Features
  1. Create questions, the type of answers expected (text, dropdown etc)
  2. Add / mix-match these questions to assessments, sequence them and define predecessors
  3. Assign weightage values to appropriate answers
  4. Roll out these assessments to specific groups or trigger them based on events
  5. Roll-out these layouts either as Q&A, data capture screens, feedback for Scenarios, micro journeys (End of process, forms completion, micro journeys like Account Opening Journey, On-going Relationship survey, Baggage Collection Survey etc) or survey formats with weightages
  6. Using the results from various assessments at different points of a customer journey, organisations are able to understand the outcomes of assessments and take proactive / reactive measures to improve UI / UX. This framework can thus help manage User Expectations (Expectations management).