Elevating the Human Experience

We craft empathetic and human solutions for the pressing challenges faced by the leaders responsible for the experiences of their customers, workforce, and partners.

About the Human Experience

Elevating the Human Experience (HX) is showing up with empathy to create powerful experiences so that people feel seen, valued, and heard.

This is rooted in the recognition that everyone—whether they find themselves acting as customers, workers, or partners—is a human.

Why it Matters

Many organizations get stuck in an endless loop of ‘doing’ customer and workforce experience things—typically an illusion of activity—rather than making changes to business, operating, and customer / workforce models.

We help clients make delivering Human Experiences second nature across their organizations, from how products and processes are designed, to how team members are compensated.

CASE STUDY

Enabling top-tier developers to do their best work anytime, anywhere

As the adoption of digital technology accelerates and platforms continue to converge, a multinational tech giant set out to define a three-year vision to improve internal developer experience. The technology company turned to Deloitte for help.

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Using TrustID to boost customer engagement for a leading global business publisher

A leading global business publisher set out to double its membership and increase trial-to-subscriber conversion by attracting more diverse subscribers. Learn how the four factors of trust played a role.

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Grow with Google provides a new entryway into the job market

Google set out to launch a low-cost certificate training to allow learners—largely from underrepresented backgrounds—to step into a career path with some of the nation's top employers. Google turned to Deloitte for help launching the program.

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The Dimensions of Elevated HX

We’ve established expertise across our offerings that allows us to help our clients deliver elevated experiences:

INSIGHTS

Deeply understand a variety of lived experiences.

We utilize relevant and innovative research methodologies (e.g., qualitative research, quantitative research, poly-cultural research) to explore and understand lived experiences for the humans our clients are serving, while communicating that understanding using the most effective tools (e.g., elevated journey maps, advanced personas) for the given context.

DESIGN

Challenge orthodoxies and rapidly innovate on dimensions of experience.

We challenge orthodoxies and create value in ways others haven’t, balancing generative and evaluative processes to create a bias for action while maintaining flexibility and adaptivity. Throughout this processes, we help our clients create an impactful and inspirational brand while maintaining consistency across experiences.

METRICS

Measure impact with predictive, actionable metrics.

We measure impact with predictive, actionable metrics, allowing our clients to focus on the experiences that matter most – and know which ones don’t. We create a system to not only measure these experiences but also predict the behaviors that lead to loyalty.

ORCHESTRATION

Use data, tools, and technology to orchestrate content acting on sentiment in (near) real-time.

We develop technology architectures that create a powerful ecosystem of event management, interaction management, CRM, and analytics. We translate this architecture into systems that provide predictive, personal experiences at scale through design that can handle the complexity of real-life situations.

ECOSYSTEMS

Connect internal and external stakeholders on the edge of evolving experiences.

We help clients determine their experiential aspirations and design the experience management function, roles and responsibilities, and operating model to deliver upon those aspirations. We help organizations establish experience as a discipline that incorporates both the functions under an organization’s direct control and the ecosystem of influential relationships inside and outside the organization.

HX principles

You cannot elevate people’s experiences generically or ‘on average’. We elevate people’s experiences by understanding something specific about their lived experience. Here are some of the principles that we apply to our work:

1. Start with human needs

What matters most to the humans involved? What are their stories and diverse life experiences?

2. Ask “why?” before “what?” and “How?”

Approaching problems with curiosity will ensure your solutions are thoughtfully created

3. Lead with empathy

80% of decisions are based on emotion. We must demonstrate EQ as much as IQ. Kindness helps.

4. Design with (instead of for)

Co-creating with the communities who will be consuming the experience ensures we reflect their unique circumstances and needs.

5. Change the world (& do it again)

Experiences can be transformative. Human context is ever-changing and so too the bar for what is a great experience.

6. Put equity at the center

Elevating the human experience means designing for individual humans through accessibility, particularly the historically marginalized and the disabled.

7. Embrace productive discomfort

Managing tensions between the way things are done and the way systems need to change IS uncomfortable.

There are crucial factors that illustrate the immediate importance of Elevating the Human Experience, given the changing dynamics faced by every organization:

36%

Gen Z is estimated to be 36% of the global workforce and is starting to shape society both as workers and as consumers based on reviews of social media and sustainable products.

90%

of Fortune 500 companies already have a Chief Experience Officer, showing that companies are investing in experience.

75%

of consumers expect a consistent experience across channels (web, mobile, in-person, social) and 73% are likely to switch brands if they don’t get it. Organizations can differentiate themselves by delivering a more human omnichannel customer experience.

54%

of women in under-represented groups report experiencing micro-aggressions in the workplace, and face more significant challenges when it comes to mental health, non-inclusive behaviors, work/life balance, and burnout.

Our Offerings

Content Hub

We help leaders who are responsible for their organization’s customer experience, workforce experience, and partner experience create differentiated solutions by understanding the shared values and aspirations of the humans in their ecosystem. We then create solutions that honor those values and aspirations in order to Elevate the Human Experience.

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Harness the power of the human experience

Create empathetic and human solutions to customer, workforce, and partner challenges

About the Human Experience