Design for dreams not needs

design-for-dreams-not-needs-who-do-you-want-your-customers-to-become-1-638

Everybody has a dream. Everybody has the need to create a legacy. Once you help people move past the fears and anxieties that bury those dreams, their imagination is stirred. They begin to ask themselves, “What would I want for my children, for my society, for my country?” and that hidden seed of a dream is uncovered. ~Sonia Manchanda, Dream:In Design for dreams not needs.  Sonia Manchanda’s memorable phrase immediately captured my imagination when I […] Read more »

Use love words to make customers (and employees) smile

words create worlds

“Words are events, they do things, change things. They transform both speaker and hearer; they feed energy back and forth and amplify it. They feed understanding or emotion back and forth and amplify it.” ~Ursula K. Le Guin   Two collection boxes. One says DONATING=HELPING. One says DONATING=LOVING. What would you guess the impact of replacing the word HELPING with LOVING had on donations? Language, because of it’s emotional resonance, has a surprising impact on an experience. Unlike the […] Read more »

Better human understanding, not big data, is the future of business

performance improvements seeing what others dont

“The idea that business is strictly a numbers affair has always struck me as preposterous. For one thing, I’ve never been particularly good at numbers, but I think I’ve done a reasonable job with feelings. And I’m convinced that it is feelings – and feelings alone – that account for the success of the Virgin brand in all of its myriad forms.” Richard Branson Data driven marketing. That phrase is used as if it means […] Read more »

What does your employee experience look like?

experience architecture

Most of us have to put up with airline travel several times a year. Few of us look forward to it. Some of us actively dread it. And yet, does the flying experience have to be something we dread? Consider the contrast between the experience American Airlines and Singapore Airlines are each famous for. “[Employees] had little awareness of the overall work process, and instead had a tendency to understand their own piece of the […] Read more »

What story does your approach to change tell?

The approach you take to a change initiative such as the deployment of enterprise software tells a story to those affected. Consider what each of these comments reveals:  “If we didn’t do it quick enough, the person in charge of the project would send email to their boss, bosses’ boss, up to the CEO… ‘Are you kidding us? You really cc’d that to the CEO?’” “We were never told what it is for and why […] Read more »

Redirecting personal and organizational narratives

People don’t believe what you tell them. They rarely believe what you show them. They often believe what their friends tell them. They always believe what they tell themselves. What leaders do: they give people stories they can tell themselves. Stories about the future and about change. Seth Godin As I mentioned in story editing techniques for behavior change, story editing is a set of techniques for redirecting people’s narratives about themselves, others, and the […] Read more »

Interviewing as listening

Listening is the root of collaboration, root-cause analysis, and effective teamwork. It is also the single greatest source of establishing unity from top to bottom and bottom to top. – David Shaner, The Seven Arts of Change Illustration: Igor Kopelnitsky If, as I suggested in my previous post, interviewing is a method of performing emotional due diligence, how can you approach each interview to maximize learning, engagement, and emotional insight? With deep listening. Adopting a beginner’s mind. And a design attitude. Too often, we allow our preconceptions, mental […] Read more »