Seratti Group

To understand the inherent temporal dynamic, the Seratti Group deconstructs experience according to three phases of engagement: expectations, delivery and judgement.

Framework

Expectations:
The extensive period before any product or service is directly engaged with, in which expectations are set by a variety of factors. These provide the criteria against which the product or service is eventually judged.

Delivery:
The customer engages with the actual product or service. This is the phase when what is actually offered is measured against the expectations previously set.

Judgement:
The results of how the delivery matches, fails or exceeds expectations. This is what the customer perceives.



Framework Approach Context Perspective	To understand the inherent temporal dynamic, the Seratti Group deconstructs experience according to three phases of engagement: expectations, delivery and judgement. Expectations: The extensive period before any product or service is directly engaged with, in which expectations are set by a variety of factors. These provide the criteria against which the product or service is eventually judged. Delivery: The customer engages with the actual product or service. This is the phase when what is actually offered is measured against the expectations previously set. Judgement: The results of how the delivery matches, fails or exceeds expectations. This is what the customer perceives.