WISE TALK July 2014: Sue hosts Steve Reynosa, Director of Organizational Development for Citrix Systems. Steve is an evangelist and convert of how design-driven initiatives can reshape a company culture. He brings an insider’s perspective on how a design-driven culture impacts the way human resources approaches process deliverables inside an organization. His tips will help you understand the impact design can have on a business.MORE
This article by Erik Long & Will Carter resonates because many businesses today rely on a complex web of external partnerships to deliver value for the customer. While external partnerships are often not within an organization’s direct control, certainly they can be influenced – and they must be – as they are part of the ecosystem delivering on the organization’s brand promise.
The CMO.com article Customer Experience: How to Manage What You Don’t Own shares insights and tips that leaders can apply across all aspects of business, from marketing to human resources, to improve the customer experience. Read it now.
What actions are you taking to identify and influence your company’s unowned touch points? What tools have you used like journey mapping? What other tools do you use to capture and understand your customers’ experience?
Comment below! Or pose a question via Ask Mariposa.MORE
Prototyping is not just for product design. Prototyping can also be used for intangible services or experiences, including human resource initiatives. Redesigning your high potential development program? That can be prototyped. Got an idea for branding your talent recruiting experience? A prototype can be done for that as well.
Why prototype instead of using PowerPoint to present your ideas? Tim Brown of IDEO often refers to prototyping as “building to think.” By making the intangible tangible through 3D modeling, ideas are bridged with innovation by using the right brain to liven up the solution, creating space for fresh thinking. The 3D models then become a symbol that can be tested with your employees to gather feedback through interviews and observation. Prototyping also offers a quick and cheap way to “fail fast,” one of the key principles of design thinking. In “failing fast,” more feedback can be gathered upfront and used to refine your idea before investments are made in HR program pilots.
For an experience with prototyping your human resource or talent management ideas, join us in our NEW Using Design Thinking in HR & Talent Management workshop or download our Executive Guide to Design Thinking for prototyping tips.MORE
As an HR leader, you need to come up with innovative ways to energize, develop and retain your workforce. You need fresh ideas – many useful ideas – as well as an new method for cultivating those fresh ideas.
In a design thinking process, brainstorming plays a key role in cultivating a plethora of fresh ideas. But we aren’t talking about your average run-of-the-mill brainstorming session, with everyone in the room (hopefully) contributing a single idea out loud, one by one. This is a frenetic, fast-paced process which sets the stage for creativity!
Here are our tips, based on our Breakthrough! Model:
- Clarify the specific problem upfront. Set the problem for the group before you begin to guide the brainstorming process. Examples: How might we redesign the entire end-to-end employee experience of performance reviews? How might we create buzz about our company to a certain demographic, so they know us and know good things about us? How do we ensure that non-comp recognition and rewards are tied to retention? How might we redesign our current leadership development program with Millennials in mind? With multi-generational audiences in mind?
- Encourage imagination. Ask your team to think broadly and creatively. The sky is the limit for ideas!
- Start alone. Give each person some time to write down a bunch of ideas on individual sticky notes by themselves and post for the group.
- Break into small groups. With smaller groups generating ideas at the same time, groupthink can be avoided, one person can’t dominate the conversation, and idea generation potential multiplies.
- Each small group member produces an idea…and another…with limited time. In a small group format, have your team write ideas on sticky notes and share them aloud one by one without comments. Challenge your team to produce more ideas after a period of time.
This brainstorming process will result in a broad, creative list of ideas, from which to cull further.
For additional tips on frenetic brainstorming and culling the list of ideas, download our Executive Guide to Design Thinking or join us in our NEW Using Design Thinking in HR & Talent Management workshop.MORE