The purpose of the project was to arrive at a suitable design for not only understanding the product but also to embed the experiences of the various touch points in customer interactions. The project aimed to arrive at a customer experience assessment framework applicable to any TCS product but a few other products were also specifically considered during this project assignment. The tools/products were either used within TCS or sometimes were deployed by the client. However, the products are from different sectors and users. Hence, a single framework will help in measuring the effectiveness of these products.