Presented at Customer Experience Design Australia 2013 http://uxaustralia.com.au/customerexperience-2013/change-management-staff-centric
The framework helps CX professionals to structure their change management activities when implementing improvements in service delivery. Adopting a staff centric approach helps mitigate the risk of rejection.
Innovate for the better of Cs Benefits <> behaviour change Risky, appetite for change Share framework, methods and tips to reduce risk Will increase odds you deliver
That’s it! Delivering a purchasing experience where staff foster a partnership with clients to educate them on the broader process that your product helps them to achieve Now, you have to get this guy to deliver on it... Changes are unknown and risky Values it way less more than we do Business versus Customer tension Not: frontline staff satisfaction, performance
UPFRONT staff early validated understanding of staff challenges co-designing the change state with staff co-designing the change methods with staff Embed the change Measuring the benefits
Provide tips instead of trying to sell straight away? Offer channel of choice to customers, Refer the customer to the right person ?
Asking staff to define the steps and tasks they go through to deliver a client outcomes Suitable Advantages leverage staff creativity staff negotiating their constraints between them see problems/demotivators Tips
Role play key scenarios and situations to see how it feels on both sides Suitable Advantages impro in the moment creates solutions see what is natural for staff Tips Doing, no talking Explore alternate options Create tension (eg grumpy client) Involve managers as spectators Low fi
Validated future practices & processes validatde Change needs Generated stakeholder/staff buy-in Identification of issues in controlled environment Now how do you get everyone to do it well? - staff to be knowledgeable about a process - get good at probing the right way
Iterative design and testing of communication artefacts not enough alone to empower staff to completely comprehend what they need to do differently in the future state. Activities to impart the skills and practice behaviours Use artefacts as “ingredients” Challenge the current ways Keep managers apart
By upfronting staff participation you validate the change managemnet assumptions all the way and reduce the risk of going astray To validate the future state from all perspectives: Enactment of the experience is key is creating and refining the solutions To validate the change methods before rolling them out: co-design the artefacts and the activities around the artefacts By involving staff upfront you get: Increased adoption speed; Reduced cost of rework; Increased staff satisfaction; reduced risk of reduced output and quality
apply the same empathy to the people who will deliver the designs than the one you apply to the customers who inspire the designs