XMBOK Experience Management Knowledge Framework
Experience Management (eXperience Management or XM) employs systematic theories and methodologies under limited resource constraints to elevate overall customer experience. Its purpose is to comprehensively and effectively manage all aspects of work related to customer experience, delivering positive experiences consistent with brand promises. The XM process encompasses planning, organizing, directing, coordinating, controlling, and evaluating from customer experience investment decisions to experience consumption completion. By enhancing customer loyalty and increasing product competitiveness, XM ultimately increases company revenue and reduces operating costs.
XMBOK (eXperience Management Body of Knowledge) is an integrated knowledge framework that combines experience management concepts, tools, and methods. It provides a comprehensive description of knowledge content and competency advancement required for experience management. On one hand, it guides the development of China's user experience industry from a knowledge perspective, and on the other hand, it demonstrates China's confidence in international industry standards.
The XMBOK was collaboratively compiled and organized by industry experts from well-known domestic enterprises, ensuring that the XMBOK's guidelines possess scientific rigor, professionalism, and applicability. As of now, experts from industries such as Huawei, ZTE, TCL Group, Neusoft Group, Ping An Bank, West China Hospital, FiberHome, China Mobile IoT, MCC Group, Ruijie Networks, Yiguo Zhilian, Digital 100, Mockplus Technology, OPPO, and Chongqing Industrial Design Industry City have participated in the compilation of XMBOK's knowledge content.
XMBOK's Differentiated Relationships
Differentiation from "Experience Design Capability Certification": The "China User Experience Talent Training Project" launched by UXACN in 2015 and the "National UX Design Capability Level Certification" launched by China Industrial Design Association UX Industry Branch in 2020 are both oriented to designers, guiding them to improve their individual design level and dig deeper into their capability depth vertically, but they do not expand horizontally from the perspective of engineering management to the comprehensive capability of upstream and downstream such as marketing, R&D and operation and maintenance, which is exactly what XMBOK Experience Management Knowledge System is intended to do.
Differentiation from "Experience Thinking": Huang Feng, the author of "Experience Thinking", explains the impact of globalization, diversification, and complexity on people, and shows how to give new development strength to the brand from three aspects: people, value and sustainability through cases. This book tells people how to view and apply the keyword "experience" from the conceptual level, but it does not explain how to engineer and apply these concepts, which is exactly what the XMBOK Experience Management Knowledge System is designed to do.
Differentiation from "experience management platform": The business model of experience management platform is to sell platform-based data collection, analysis, and application capabilities to enterprises to earn service fees, and enterprises only need to purchase the platform services and arrange personnel to learn to use the platform or tools. Unfortunately, the experience management platform does not provide companies with the information on how to improve employees' ability to adapt to the general trend of experience management, which is what the XMBOK experience management knowledge system should do.
Reasons for Compilation
UXPA China is the most influential user experience expert organization in China, committed to "leading the development of user experience in China." Since its establishment in 2004, UXPA China has earned a good reputation and the unanimous recognition of domestic and international experts in the field of user experience. In March 2022, UXPA China officially agreed to form a team led by Dr. Li Manhai to compile the "XMBOK Experience Management Knowledge Framework Guide."
The compilation of the "XMBOK Experience Management Knowledge Framework Guide" has two main objectives:
To consolidate user experience-related knowledge points into a comprehensible and applicable knowledge framework for corporate managers. This will effectively help enterprises promote organizational evolution and management transformation from a user experience perspective, enhance their experience management capabilities, and deliver products and services with exceptional experiences, ultimately enriching people's lives.
To systematically summarize over two decades of user experience theory development and practical experience in major domestic enterprises. On one hand, this aims to guide the development of China's user experience industry from a knowledge perspective, establishing user experience standards that suit China's national conditions. On the other hand, it aims to demonstrate China's confidence in the international standards of the user experience domain.