What does Experience Level Agreement (XLA) focus on measuring?

The Experience Level Agreement (XLA) is primarily focused on measuring experience characteristics and metrics. This concept goes beyond traditional service level agreements (SLAs), which often emphasize quantifiable metrics such as availability and uptime, to encompass the qualitative aspects of user experience. The goal of an XLA is to capture a more holistic view of how users perceive their interactions with services, thereby addressing their feelings, needs, and expectations.

Incorporating experience characteristics means looking at factors such as user engagement, overall satisfaction, and how the service impacts the user's daily work or life. By doing so, organizations can gain insights into the effectiveness of their services from the perspective of the end-users, which can inform improvements and strategic decisions. This focus on the user's experience aligns with modern expectations for service delivery, where emotional and experiential elements play a critical role in overall satisfaction.