Now, look at the same customer experience from the point of view of different roles in your organization. Conversations are likely to reveal conflicting ideas about the root of performance challenges related to delivering the desired customer experience.
If your organization recognizes the value added by facilitating and leveraging constructive conflict, DesignXperiences is likely to be a good fit.
Looking at performance challenges from different points of view and intentionally challenging related assumptions is likely to reveal significant conflicts of interests. Whether we call it “healthy” conflict or “constructive” conflict, most people prefer to avoid conflict.
A learning design approach rooted in listening to stories from different perspectives about complex problems can help individuals and teams shift from a tendency to automatically suppress conflict to intentionally seeking to do a deeper exploration of any conflict of interests identified.
To design learning experiences that resonate with different people, it makes sense to learn about challenges and pain points by listening to their stories. Listen to the story from the point of view of a new hire to your organization. Looking at a challenge through fresh eyes can provide a more complete story about what’s happening, why, and what we might start, stop, and continue to facilitate better experiences.
Critical process driven
Experience driven
Story driven
Document
Document each task in critical business processes, step-by-step.
Listen
Listen to align desired customer and employee experiences to specific tasks.
Question
Question what we might start, stop, and continue doing.
Details matter
Individual voices matter
Different points of view matter
I’m sure you would agree that facilitating the implementation of an evolving organizational learning strategy is not an easy task. It demands that we keep an eye on constantly moving targets. However, it’s well worth the time and effort invested when customers and employees give us feedback that the experiences we are facilitating make a positive difference in their quality of life.
If you are confident that the DesignXperiences value drivers, actions, and values are a good fit for you and your organization, schedule a private workshop to focus on specific short and long-term goals you’ve identified.
The workshop will be tailored to your needs with the goal of more deeply exploring the intent behind specific tasks required to embed the tenets of DesignXperiences in your L&D processes. This experience will focus on specific areas of the DesignXperiences approach that you select in a pre-workshop survey and a 30-minute phone consultation.
Learning design is an ongoing experimental process. Process frameworks, performance support resources, instructional strategies and learning strategies that work in one context will be totally ineffective in a different context.
DesignXperiences will challenge people in your organization to be more aware and intentional about how core building blocks in your learning infrastructure are being mixed and matched to support desired customer and employee experiences.
Following up with people in different target audiences to get feedback related to a variety of blended learning experiences and performance support resources is no easy task. However, accelerating the pace of learning and professional development in your organization is a lofty strategic objective.
Is your team up for the challenge?
470-846-1992