MEPI | Mapea las Experiencias de tu Empresa

MEPI®

Mapping Experiences Based on Intentionalities

Transforming Customer Experience from Intentions

Our methodology

MEPI® is a methodology developed by Rhinosight™ and powered by Artificial Intelligence (AI). It is designed to define, understand and measure the intentions that define the customer experience.

We draw inspiration from the Jobs-To-Be-Done framework, as defined by Professor Clayton Christensen, to create a new methodology that helps organizations define, structure, and evaluate customer experience strategically. This approach enables collaboration with other areas of the organization to enhance customer loyalty and experience across different service touchpoints.

What is MEPI®?

MEPI® is a methodology designed to identify, understand, and measure the intentions that define the customer experience. It is based on analyzing user motivations and expectations, enabling organizations to design experiences that align with their real needs.

Unlike traditional approaches that focus on metrics like NPS or CSAT, MEPI® delves into the "what" and "why" behind customer actions, providing a strategic structure to define, evaluate, and improve user experience across different contexts and in collaboration with various organizational areas that interact with customers.

How does MEPI® help organizations?

MEPI® helps companies and organizations optimize customer experience (CX) more effectively, achieving

Greater precision in experience design

Identifies real user intentions, beyond their perception of satisfaction.

More effective segmentation

Classifies customers based on motivations and intentionalities, rather than just demographics or behavior.

Optimization of products and services

Data- and AI-driven decision-making

Aligns offerings with customers’ real goals and expectations.

Analyzes behavioral patterns and identifies opportunities for continuous improvement.

Sustainable growth

Encourages the creation of more intuitive, personalized, and memorable experiences, strengthening customer loyalty while optimizing operational costs.

How does MEPI® work?

MEPI® structures the customer experience through three key components that enable organizations to understand, measure, and improve each interaction.

Dimensiones of experience

MEPI® organizes customer experience into dimensions that vary by category. These dimensions, like accessibility, communication, emotional support, and trustworthiness, represent holistic and interconnected aspects of the user's interaction with a product or service, ensuring understanding.

Intentionalities

MEPI® focuses on users' goals, uncovering the "why" behind actions. For example, in healthcare, this could mean “staying informed,” “reducing wait times,” or addressing deeper motivations to design more meaningful user experiences effectively.

Success Criteria

Each intentionality has specific success criteria—measurable indicators of achievement. For example, for “minimize waiting time,” success might mean 90% of patients are seen within 10 minutes. These criteria guide continuous measurement and improvement of the experience.

Impact of MEPI®

on Organizations

MEPI® transforms how companies design and optimize customer experiences by aligning services with real user intentions.

Better alignment with expectations → Designs experiences based on what customers truly want to achieve.
AI and data-driven decisions → Identifies patterns and continuously improves experiences.
Process optimization → Reduces friction and increases operational efficiency.
Smart segmentation → Classifies customers based on motivations, not just demographics.
Loyalty and sustainable growth → Creates more personalized and memorable experiences.

Applications in organizations: product design, customer service, marketing, segmentation, and process improvement.