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Experience Data Table

# Select & Delete Project Phase Level Step # C-Level C-Step C-Outcome Likelihood Impact Outcomes Step Status Action
# Select & Delete Project Phase Level Step # C-Level C-Step C-Outcome Likelihood Impact Outcomes Step Status Action
1Sample airline projectSecurity115,15,40,30,103,2,0,-2,-3No queue,Short queue,Typical queue,Long queue,Very long queue.Queue for start of securityNot Fixed



2Sample airline projectAt the gate2111280,200,-2Board < 15 mins late,Board between 15 and 30 mins lateBoarding timeNot Fixed



3Sample airline projectSecurity1310,90-0.3,0Bag rescan,No bag rescanBag needs rescanningNot Fixed



4Sample airline projectSecurity1280,200,-1No random search,Random searchRandom security searchNot Fixed



5Sample airline projectAt the gate1180,200,-1Board on time,Board < 15 mins lateBoarding timeNot Fixed



6Sample airline projectSecurity1465,30,51,0,-1Very friendly,As expected,Grumpy and rudeSecurity staff greetingNot Fixed



7Sample airline projectAt the gate3121280,200,-2Board between 15 and 30 mins late,Board greater than 30 mins lateAdditional late boardingNot Fixed



8Sample airline projectBoarding1160,30,100.3,0,-.3Friendly and scan on board,Expected on scan on board,Grumpy on scan on boardHaving boarding pass scanned at gate to boardNot Fixed



9Sample - Latitude Insurance PurchaseInsurance discovery1160,20,200,-0.3,0.5Online, In the mail, word of mouthCustomer introduced to insurance productNot Fixed



10Sample - Latitude Insurance PurchaseReading product details1240,20,30,10-3,-0.5,0,1Already has insurance, features seem irrelevant, expected features, relatable featuresIs the content relevant to customers?Not Fixed



11Sample - Latitude Insurance PurchaseInsurance application1310,20,70-2,0,1extremely hard to complete, minimal trouble, easy applicationCompleting an applicationNot Fixed



12Sample - Latitude Insurance PurchaseApplication reply1430,70-4,0.5Denied Application, Confirmed applicationReceiving decision from LatitudeNot Fixed



13Sample - Latitude Insurance Purchasefirst monthly payment1510,20,70-4,-1,0Thinks it is to much, looks at account, doesn't look at accountFirst insurance paymentNot Fixed



14Sample airline projectBoarding1250,20,300.5,0,-1Nicely welcomed,Neutral welcome,Poor welcomeBoarding welcomeNot Fixed



15Sample airline projectCheckin115,90,55,0,-8Upgrade,No change,DowngradeChange of classNot Fixed



16Sample airline projectSecurity1580,200,-0.3Scan once,RescanSelf ScanNot Fixed



17Sample airline projectCheckin1210,80,102,0,-2To flight preferred,No change of flight,To flight not preferredChange of FlightNot Fixed



18Sample airline projectCheckin135,10,70,10,52,1,0,-1-2Given better seat,Assigned preferred seat,Given pre-chosen seat,Change to non-preferred seat, Assigned non-preferred seatSeat AssignmentNot Fixed



19Sample airline projectCheckin145,80,103,0,-2Allowed extra baggage for free,Checked as normal, Excess baggage free of chargeChecked BaggageNot Fixed



20Sample airline projectBoarding1545,50,50.5,0,-1Friendly service,Standard service,Unfriendly serviceGreetingNot Fixed



21Sample airline projectCheckin155,10,60,20,53,1.5,0,-1,-3No queue,Short queue,Typical queue,Long queue,Very long queue.Waiting/QueueNot Fixed



22Sample airline projectIn-Flight1110,25,50,10,53,2,0,-1.5,-3Very good,Good,Normal,Poor,Very poorServiceNot Fixed



23Sample airline projectIn-Flight1215,70,152,0,-2Exceeded expectations,As expected,Below expectationsMeal QualityNot Fixed



24Sample airline projectIn-Flight1320,70,101,0,-2Better seat on board,Expected seat,Poor seat on boardSeatNot Fixed



25Sample airline projectIn-Flight1430,55,151.5,0,-1Friendly & informative,Standard greeting & information,Presence barely feltPilot AnnouncementsNot Fixed



26Sample airline projectIn-Flight1580,200.5,-1Preferred choice available,Preferred choice unavailableMealNot Fixed



27Sample airline projectCheckin2111350,501,-0.5Apology on board,No apology on boardApology on boardNot Fixed



28Sample airline projectCheckin2211330,701,0Got extra services.Did not get extra servicesGet extra servicesNot Fixed



29Sample websiteBuy tickets1120,40,20,200.5,0,-0.5,-3Fast to load,Expected load,Slow to load,Does not loadHome page LoadingNot Fixed



30Sample airline projectBoarding1650,20,300,-2,0.5Hear announcement,Can't hear,Extra friendlyBoarding annoucementFixed



31My AMPUse My AMP1160,30,100,-1,-2Login successfully,Forgot password,Don't know usernameLoginNot Fixed



32My AMPUse My AMP2111280,203,-3Reset password,Can't reset password (x)Forgot passwordNot Fixed



33My AMPUse My AMP2211380,10,100,1,-5Find username,Retrieve username,Can't retrieve username (x)Don't know usernameNot Fixed



34My AMPUse My AMP1250,30,200,-2,-1It's ok,It changed,It's clutteredArrivalNot Fixed



35My AMPReports1160,30,102,-0.5,-3Views reports successfully,views reports with difficulty, cant find reportsGet ReportsNot Fixed



36My AMPChange Investment Mix1110,60,20,102,0,1,-2Changed easily, No Investments, Changed with some difficulty, Not changedUpdate/change Investment MixNot Fixed



37My AMPUse My AMP1365,25,101,0,-1Positive,Neutral,NegativeAdvert/Promotions feedbackNot Fixed



38My AMPUse My AMP1460,20,202,1,0Found with ease, Found with difficulty, No investmentsRetirement SimulatorNot Fixed



39My AMPGet Statements1120,79,10.5,0,-3Go to Statements page,Go through an account,Don't know and can't findDownload a statementNot Fixed



40My AMPGet Statements2111270,2,280,-3,-1Find easily,Doesn't see statements tab,Finds statements tab eventuallyFind statements CTANot Fixed



41My AMPGet Statements312111000Gets statementDownloads statementNot Fixed



42My AMPGet Statements2211170,300.5,-1Get statement,Not sure which account is whichGet statement directlyNot Fixed



43My AMPUpdate Details Online1110,30,50,10-3,0,-1,0Can't find profile,Finds in masthead easily, Finds in masthead with difficulty,Finds via quicklinksUpdate profileNot Fixed



44My AMPUpdate Details Online2111320,70,100,-1,-3Finds address tab,Finds address tab after some time,Doesn't find address tabAddress tabNot Fixed



45My AMPUpdate Details Online221121000Finds easilyAddress tabNot Fixed



46My AMPUpdate Details Online2311435,60,50,-1,-3Finds address tab,Finds address tab after some time,Doesn't find address tabAddress tabNot Fixed



47My AMPUpdate Details Online24111100-1Profile not updatedProfile not updatedNot Fixed



48My AMPNon AMP Accounts1150,30,200,0,0Security and privacy concerns,Not interested,Might use itUse non AMP accountsNot Fixed



49My AMPUpdate details in Branch111002Choose to update in branchUpdate profileNot Fixed



50My AMPView Notifications1120, 50, 300, -1,1Receive email and ignores, Receive email and login to check, Discovers notifications while browsingCheck notificationNot Fixed



51My AMPView Notifications2111280,201,-2Finds easily, Cannot findDiscovers notifications while browsingNot Fixed



52My AMPSummary of Finances1140,10,500,-3,-1Get summary easily,Cannot find link,Gets summary with difficultyFinances summaryNot Fixed



53My AMPSummary of Finances2111150,20,301,-1,0Got report easily,Got report with difficulty,Proceed to statmentsGet reportNot Fixed



54My AMPView Notifications3121110,900.5,-3Perceived, Not perceivedFinds easilyNot Fixed



55My AMPView Notifications2211310,900,-1Perceived, Not perceivedDiscovers notifications while browsingNot Fixed



56My AMPUpdate Details Online3121270,300, -3Notices the SMS verification message, Does not notice SMS code verification messageFinds address tabNot Fixed



57My AMPUpdate Details Online3221180,200, -2Notices the SMS verification message, Does not notice SMS code verification messageFinds address tabNot Fixed



58My AMPSummary of Finances22112100-3task not achievedNo summary gatheredNot Fixed



59My AMPSummary of Finances2311320,30,500,-3,-1Got report easily,Got report with difficulty,Proceed to statementsGet report with difficulty Not Fixed



60My AMPUpdate Details Online4131190,100.5,-1Can update address,Cannot update addressNotices the SMS verification messageNot Fixed



61My AMPCompare Performance 211002TestTestNot Fixed



62My AMPChange Investment Mix311002test againtest againNot Fixed



63My AMPUpdate Details Online51412100-4Has to phone upUpdate details via phoneNot Fixed



64Test for New FeaturesFirst Phase1130,30,401,0,-1First outcome,Second outcome,Third OutcomeThe first eventNot Fixed



65Test for New FeaturesFirst Phase1250,501,-2Another outcome,Second other outcomeThe second eventNot Fixed



66Test for New FeaturesFirst Phase211111005Some level 2 outcomeSome level 2 eventNot Fixed



67Officeworks SampleFind parking1115,60,20,51,0,-0.3,-3Really good spot,Ok spot,bad spot,No spot (x)Find a parking spotNot Fixed



68My AMPSummary of Finances2411122.50,.501,-1first,secondsome new level 2Not Fixed



69My AMPSummary of Finances25111221005blah outcomeblahNot Fixed



70Test for New FeaturesFirst Phase221111001only onea new level 2Not Fixed