Technology reshapes businesses and lives by making procedures more efficient. IT traditionally focuses on improving processes. XLA® is a mindset to (re)design human centric IT services and processes. Organizations are filled with procedures, KPIs and frameworks, but often forget about human experience. Documents with rules and Service Level Agreements (SLA) are supposed to make work easier, but actually don’t. SLA works from control, whereas XLA® works from trust. XLA® is a mindset that helps to shift the focus towards end-user experience and to put emotions first. The measurement tool Amaze puts people first and helps to implement a data driven XLA®. Amaze turns perceptions into data that can be managed by (re)designing experiences.