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Storytelling for Good

Lee-Sean Huang
Lee-Sean Huang
Lee-Sean HuangCofounder/Creative Director at Foossa. I'm a service designer, futurist, and educator.

Introduction slides prepared for panel discussion hosted by Story Forward NYC at Adorama in November 2016. Video of panel discussion here: http://www.foossa.com/blog/2016/12/8/storyforward-nyc-storytelling-for-social-good

Storytelling for Good

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Lee-Sean Huang / ls@foossa.com / @leesean
Storytelling 

for Good


Story Forward NYC
November 2016
hello@foossa.com
@leesean @davidcolbyreedFOOSSA
How do we turn
profound emotional
experiences into action?
Storytelling for Good
The Inzovu Curve maps a
prototypical journey of a
person going through the
transformative experience of
a museum reaching a state of
motivation and action.
5
INZOVU = ELEPHANT
INZOVU CURVE 2.0
ACTIONHOPEPAINPREPARATION
EMPATHY
COMPASSION
HERO
BURNOUT / SHUTDOWN
REFLECTION

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Storytelling for Good

  • 1. Lee-Sean Huang / ls@foossa.com / @leesean Storytelling 
 for Good 
 Story Forward NYC November 2016 hello@foossa.com @leesean @davidcolbyreedFOOSSA
  • 2. How do we turn profound emotional experiences into action?
  • 4. The Inzovu Curve maps a prototypical journey of a person going through the transformative experience of a museum reaching a state of motivation and action.
  • 7. 7 How do you want visitors to tell your story? WE ASKED GENOCIDE SURVIVORS AND AEGIS / KGM STAFF
  • 8. 8 “The people of Rwanda died 
 but the struggle for the spirit 
 of a dignified and peaceful country is now promoted, sustained, encouraged.” SURVIVOR
  • 11. IDEAS FOR SURVIVORS, VISITORS AND AEGIS/KGM
  • 12. Designing for Financial Empowerment A cross-sector initiative to explore how service design can be used to make public sector financial empowerment services more effective and accessible. www.dfe.nyc
  • 13. How do we increase client retention in order to improve financial outcomes?
  • 14. How do we increase client retention in order to improve financial outcomes? How do we better equip/train/ prepare counselors to provide a client experience that leads to client retention and improved outcomes? How do we increase client retention in order to improve financial outcomes? How do we facilitate counselors’ sharing of tools, experiences, and best practices to improve their skills. How do we address issues of counselor burn-out and turn- over in order to retain top talent? How might we introduce a “community of care” concept of financial counseling that engages clients’ friends & family and de- creases dependency on a single counselor? How might we better match counselors with clients based on style, approach, expertise?
  • 15. Does client drop-out correspond with particular milestones or achievements? How do we account for & value clients’ time in their service journeys? Does retention always equal improvement? Or could it mean a great need or dependency on the service? What about clients who improve outcomes with only a few visits? How do we increase client retention in order to improve financial outcomes? How do we increase client retention in order to improve financial outcomes? How do we increase client retention in order to improve financial outcomes? How might we deal with no- shows and cancellations? How might we take into account different client types when addressing retention? How do we take into account client’s leaving FEC for a related financial counseling service?
  • 16. How might we create more precise/frequent touchpoints and feedback loops to track client progress and to “nudge” them before/between? How might we create tools that give clients agency & the ability to “self-service”? What does “improve” mean? What are specific outcomes to design for? How do we measure improvement? How do we increase client retention in order to improve financial outcomes? How do we increase client retention in order to improve financial outcomes? How do we account for other interrelated outcomes like health, employment, etc.