~/axelos-itil-experience-version-5 · study ▊
A service designer wants to explain to colleagues how a user's experience of a new digital service actually forms over time. Based on the ITIL Experience material, which sequence best describes how experience arises?
Explanation
The objective 'Experience as human response' states that experience arises from anticipation, perception, and evaluation, which shape engagement, trust, and value co-creation over time [1].
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Learn how experience arises from anticipation, perception, and evaluation, shaping engagement, trust, and value co‑creation over time.
During a review of experience data, an analyst insists that a satisfaction score fully captures how customers feel about a service. According to the ITIL Experience content on experience capture, why is this view mistaken?
Explanation
The experience capture topic explains that metrics are hypotheses that reflect only part of the human experience, so a single score cannot fully capture how people feel [1].
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why metrics are hypotheses that reflect only part of the human experience
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