A Service Design Case Study

1. Performance Review Experience Design
LPA Design Studios
September 2020 - June 2021

2. Context
LPA is a sustainable Architectural design firm with 400+
employees specializing in disciplines from civil engineering
and interior design, to landscape architecture.

3. Context
LPA is a sustainable Architectural design firm with 400+
employees specializing in disciplines from civil engineering
and interior design, to landscape architecture.
The firm had just created our department, Integrated Communications,
3 years prior after recognizing a lack of visual identity and consistency.
Our first charge was to completely overhaul the brand identity of the
firm, and build out all company-wide materials.

4. Problem
LPA was struggling with employee retention, and hoped to
improve employee satisfaction with a custom, strength-based
performance review application, built in-house.

5. Problem
I was tasked with designing the User Interface for the new application; in
other words, my role was to apply the LPA brand aesthetic.
I had clear objectives from stakeholders — Executives, HR, Culture
Group, and Operations — but noted that the end user voice was absent.
I also had a hunch that there was a larger problem with the current
review system, not related to its absence of a focus on strengths.
LPA was struggling with employee retention, and hoped to
improve employee satisfaction with a custom, strength-based
performance review application, built in-house.

6. Problem
I took the initiative to conduct short interviews with
employees from a variety of disciplines and level of expertise,
to hear their thoughts on the current review system.

7. Problem
Employees felt the system’s questions were too structured, and they
didn’t have time or space to talk about topics “that matter.”
Employees felt like the review meeting itself was disconnected, with
participants reading pre-written answers to questions.
Employees often had questions regarding how or the best way to answer
certain questions, but were hesitant to ask their supervisor or HR.
I took the initiative to conduct short interviews with
employees from a variety of disciplines and level of expertise,
to hear their thoughts on the current review system.

8. Problem
LPA was struggling with employee satisfaction due in part to
a performance review system that failed to support employee
growth through a connected, candid, intuitive process.

9. Ideation
I initiated a design charrette with the project team and
stakeholders to address my findings and lean on a variety
of perspectives to explore potential design solutions.

10. Ideation
The charrette exposed a key insight: the common thread between the
employee pain points was ineffective communication.
Rather than driving a disengaged, fill-in-the blank style form completed
separately, we decided to explore developing a system that serves a
more supportive role — inspiring natural, candid conversation between
employee and supervisor.
I initiated a design charrette with the project team and
stakeholders to address my findings and lean on a variety
of perspectives to explore potential design solutions.

11. Ideation
Support Live
Communication
Intuitive, Informative
Design & Content
Encourage
Completion Together
Findings informed the resulting design.

12. Ideation

13. Test
We took a working prototype to select stakeholders,
supervisors, and employees to validate the solution
and discover lingering pain points for further iteration.

14. Test
Many weren’t prepared to implement the strengths functionality
originally envisioned by Leadership.
Navigation needed improvement — top navigation often got lost on
pages with long scrolls.
Two rating scales, one for employee and one for supervisor, was
redundant and an inefficient use of space.
We took a working prototype to select stakeholders,
supervisors, and employees to validate the solution
and discover lingering pain points for further iteration.

15. Iteration

16. OVERVIEW
Performance Development Dialogue
Welcome to the Performance Development Plan
ale Definition
Complete the annual Performance Development Plan. Each section will have instructions indicating which items
require written responses completed prior to the meeting and which items are for discussion during the meeting.
EW
ING TO
YOU
G TO
CULTURE
TO
TEAM
HMENTS
PLAN
te as a leader/manager that advocates professional development of an Employee, while at the same time
dations: client inclusion, integrated multi-disciplined process, constant innovation, and a healthy culture.
ual whose overall job performance will be appraised through the Performance Development process.
nt Process
erformance Development Process. It includes all of the Touchpoints and Performance Development
nducted using the Performance Development Plan tool.
Plan (PDP)
ol, from
Opening Dialogue and All About Me all the way through Goals and Year-End
ogue (PDD)
cate and Employee to review the Performance Development Plan through meaningful
ployees initiate with their Advocates throughout the year. The primary focus of these
nual goals and a opportunity for the Advocates to “check-in” and connect, support,
con. The questions in the Think & Talk sections do not require
ing, however the Employee should come prepared to discuss
e Employee to take notes.
Role, Culture + Values, and Your Skills sections, Employees and Advocates will have an opportunity to rate and
specific competencies.
one to five scale, where three represents Meets Expectations in a responsibility, Aligned in a cultural trait and value, or
skill depending upon the section’s scale. The specific scale to be used will be found on the right panel of the section.
LPA understands employee performance management as fundamental in the development of well-rounded,
high-performing and healthy employees. Through consistent, transparent dialogue surrounding performance, skills, and
goals, LPA empowers employees towards professional and personal development.
In the process of professional and personal growth, individuals are encouraged to explore all aspects of their profession
and take initiative to become well-rounded team members. Realize that learning happens every day and work to gain
mastery in your technical skills and abilities as you gain the depth of experience necessary in your profession.
DEC
JAN
FEB
MAR
APR
MAY
JUNE
TOUCHPOINT
TOUCHPOINT
Your Role
Employee: Prior to your meeting, complete the following section. Divide your role in 3 primary responsibility areas.
Use the scale provided to evaluate your performance in each area. Be prepared to discuss your self-evaluation
Improvement
Required
Meets
Expectations
Role
Model
Description
Percent of Time
Level of Success
Com
ments
Why Your Role?
This section helps us to
understand the Employee’s
focus for the last year – what
were their main roles and
where did he/she spend
most of their time. It also
allows us to evaluate their
performance within the
scope job description.
Level of Success
1: Improvement Required:
Consistently falls below the
expectations of the role and
performance standards.
Improvement is needed to
reach the desired
performance.
3: Meets Expectations:
Consistently meets the
expectations and
performance standards.
Performs all that is expected
of one in this position and
behaves as expected.
5: Role Model: Master at
responsibility. Consistently
exceeds expectations and
performance standards.
Performance is exceptional
in all areas, is a role model,
and promotes the behavior
aligned with culture.
Advocate: Prior to your meeting, complete the following section. Use the scale provided to evaluate the
Employee’s performance. Discuss ratings with the Employee.
Responsibility #1
CONNECTING TO YOU
Opening Dialogue
Employee: This section is intended to provide a deeper understanding of how the you feel about your
current role and highlight your past year.
Advocate: Use these questions to have a meaningful conversation with the Employee.
Em
ployee
Strengths
Melanie Wells
Intellection
Individualization
Empathy
Responsibility
Ideation
OVERVIEW
CONNECTING TO
YOU
CONNECTING TO
CULTURE
CONNECTING TO
TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
PERFORMANCE DEVELOPMENT PLAN
Question One
Choose a question to answer.
Overall, how do you feel about where you are in your career today?
What excites you most about coming to work everyday?
How do you feel about the people you work with at LPA?
What are you most proud of outside work?
Overall, how would you say you are doing inside and outside of work?
Question Two
What excites you most about coming to work everyday?
Advocate Com
ments
All About Me
Employee: Prior to your meeting, complete the following questions. Come prepared to discuss with your Advocate.
Advocate: Through dialogue, listen to gain understanding of what each question means to the Employee.
What I am paid to do:
What I am passionate about:
My biggest success this year:
My biggest challenge this year:
What do you think you do best and how has that helped you to achieve
success in your role this last year?
What do you think you do best that has been under-utilized in your role
this last year?
%
Improvement
Required
Description
Percent of Time
Level of Success
Responsibility #2
%
Why Culture+Values?
Culture is our shared beliefs
and social values that set the
foundation for our
interactions with each other
and with clients. When we
are aligned with our culture,
we foster collaborative
thinking and behavior.
RVIEW
CONNECTING TO
YOU
CONNECTING TO
CULTURE
CONNECTING TO
TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
Communicate openly and honestly, be transparent in all our business practices. Treat others professionally, making thoughtful
decisions that demonstrate ethical behavior.
COMPLETE SECTION
Role
Model
Use the scale provided to evaluate your
our self-evaluation and your alignment with our culture.
e the following section. Use the scale provided to evaluate the
ratings with the Employee and adjust as appropriate. Next, be prepared
’s alignment with the culture.
Integrity and Trust: Do the right thing.
Improvement
Required
Aligned
Com
ments
Level of Success
Be open to differing ideas, accept and provide constructive criticism and celebrate the value in our diversity. Participate and be
present, be willing to learn and teach every day. Promote inclusiveness and collaborate with clients, partners, and team
members
to realize the best solutions.
Role
Model
Collaboration: Embrace “we” over “me.”
Improvement
Required
Aligned
Com
ments
Level of Success
Build lasting relationships and support clients and peers through a positive mindset. With genuine empathy and respect, seek to
understand others’ perspectives. Actively listen to better resolve challenges and consistently deliver on our promises.
Role
Model
Passion for People: Be authentic and listen.
Improvement
Required
Aligned
Com
ments
Level of Success
Take personal ownership of your work and approach your responsibilities in an entrepreneurial way. Support each other as you
would want others to support you in our shared pursuit of excellence. Be informed and act as if success of the team
depends solely
on your own personal efforts.
Role
Model
Initiative and Achievement: Be entrepreneurial.
Improvement
Required
Aligned
Com
ments
Level of Success
Embrace new ideas, push boundaries, and challenge the status quo by delivering better solutions while protecting our clients and
our firm. Improve and challenge ourselves as individuals and collectively to ensure enduring growth.
Role
Model
Creativity and Innovation: Achieve better results.
Improvement
Required
Aligned
Com
ments
Level of Success
Proudly represent the LPA brand and contribute to the holistic success of the firm. Uphold a work ethic that values executing
details well and inspires an unwavering commitment to design excellence, while supporting the financial success necessary to
sustain the mission and people of LPA.
Role
Model
Commitment and Dedication: Deliver excellence in everything we do.
Improvement
Required
Aligned
Com
ments
Level of Success
Level of Success
1. Improvement Required:
Lacks awareness of shared
beliefs and values.
Inconsistent demonstration
of behaviors associated with
culture.
2. Aligned: Understands
shared beliefs and values.
Consistently models
behaviors associated with
our culture.
3. Role Model: Understands
shared beliefs and values.
Consistently models
behaviors, advocates, and
holds others accountable for
behaviors associated with
our culture.
Role
Model
Improvement
Required
Aligned
Com
ments
Level of Success
Notes
How would you best describe the LPA culture?
In what aspect of culture do you excel?
What aspect of culture would you like to see improve?
PERFORMANCE DEVELOPMENT PLAN
YOUR SKILLS
Your Skills
Why Your Skills?
In the spirit of professional
growth, we encourage
individuals to gain mastery
in their technical skills and
take time to celebrate newly
found abilities.
What is a skill?
An ability and capacity
acquired through deliberate,
systematic, and sustained
effort to efficiently and
effectively carryout complex
activities or meet
expectations of a role.
Em
ployee
Strengths
Melanie Wells
Intellection
Individualization
Empathy
Responsibility
Ideation
OVERVIEW
CONNECTING TO
YOU
CONNECTING TO
CULTURE
CONNECTING TO
TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
Employee: Complete the following section. Use the scale provided to evaluate your skills. Add new skills as
approppriate. Be prepared to discuss your self-evaluation.
Advocate: Complete the following section. Use the scale provided to evaluate the Employee’s skills. Discuss
ratings with the Employee and adjust as appropriate. Be prepared to discuss.
Novice
Learning
Proficient
Expert
Mastery
Description
Level of Success
Com
ments
Skill #1
Level of Success
1. Novice: Familiar
understanding of skill.
Limited experience at
applying knowledge to meet
expectations of role.
2. Learning: Emerging
narrow scope of
understanding. Beginning
to apply knowledge to meet
expectations of role.
3. Proficient: Narrow in
scope with deep
understanding in some
aspects of skill. Efficient and
effective at applying
knowledge to meet
expectations of role.
4. Expert: Widenin
scope and
un
Novice
Learning
Proficient
E
Description
Level of Success
Com
ments
Skill #2
PERFORMANCE DEVELOPMENT PLAN
YOUR AC
Em
ploye
M
PERFORMANCE DEVELOPMENT PLAN
YOUR ACCOMPLISHMENTS
Your Accomplishments and Last Year’s Goals
Why Your
Accomplishments?
LPA encourages professional
development and the
recognition of an employee’s
growth in their career.
Setting goals and reflecting
on accomplishments helps
us to support and celebrate
an individual on their career
development path, as well as
tie individual efforts to LPA’s
success.
Em
ployee
Strengths
Melanie Wells
Intellection
Individualization
Empathy
Responsibility
Ideation
OVERVIEW
CONNECTING TO
YOU
CONNECTING TO
CULTURE
CONNECTING TO
TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
COMPLETE SECTION
Employee: Prior to the meeting, complete this section. Review any goals set for last year. Consider your
accomplishments and outcomes from your efforts. Come prepared to discuss your accomplishment..
Advocate: Through dialogue, listen to understand how progress went for the Employee, what barriers they
may have encountered, and what outcomes were achieved related to each goal’s effort.
Please comment on accomplishments of your planned goals from last year:
Please comment on any additional accomplishments from last year:
OVERVIEW
CONNECTING TO
YOU
CONNECTING TO
CULTURE
CONNECTING TO
TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
G
g
yo
Optional
Goal
If you comple
two goals befo
Performance D
Dialogue, use th
input information
additional goal th
striving toward. Be
to discuss this goal
your Advocate, in ad
to your original two g
Adv
Discu
Em
ployee
Strengths
Melanie Wells
Intellection
Individualization
Empathy
Responsibility
Ideation
PERFO
Description
Goal #1
Why are you
Action: What are th
Timing: What is the timing
Support: What support from you
this goal?
Advocate Com
ments
Advocate Com
ments
Description
Goal #2
Why are you setting this goal? How do you expect to
Action: What are the specific actions you will take to achiev
Timing: What is the timing of the actions?
Support: What support from you Advocate or LPA do you need to achie
this goal?
Description
Optional Additional Goal
Why are you setting this goal? How do you expect to grow?
Action: What are the specific actions you will take to achieve this goal?
Timing: What is the timing of the actions?
Sup
Why The Takeaway?
The intention of this section
is to identify the Employee’s
key takeaways from
the
development process to be
shared with leadership. This
is the Employee’s
opportunity to share
accomplishments, progress,
and development outside of
the Reviewer’s dialogue.
CONNECTING TO
YOU
CONNECTING TO
CULTURE
CONNECTING TO
TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
SAVE AND RETURN
COMPLETE SECTION
SUBMIT & FINALIZE PDP
feedback on from your
development. What are the key areas that the
ership? Complete this section together.
Employee’s top thoughts to be shared with Leadership:
Advocate’s specific feedback for Employee:
Why The Takeaway?
The intention of this section
is to identify the Employee’s
key takeaways from
the
development process to be
shared with leadership. This
is the Employee’s
opportunity to share
accomplishments, progress,
and development outside of
the Reviewer’s dialogue.
rom your
at the
COMPLETE SECTION

17. PERFORMANCE DEVELOPMENT PLAN
CONNECTING TO CULTURE
Culture + Values
Why Culture+Values?
Culture is our shared beliefs
and social values that set the
foundation for our
interactions with each other
and with clients. When we
are aligned with our culture,
we foster collaborative
thinking and behavior.
Employee
Strengths
Melanie Wells
Intellection
Individualization
Empathy
Responsibility
Ideation
OVERVIEW
CONNECTING TO YOU
CONNECTING TO CULTURE
CONNECTING TO TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
Communicate openly and honestly, be transparent in all our business practices. Treat others professionally, making thoughtful
decisions that demonstrate ethical behavior.
Role
Model
Employee: Prior to your meeting, complete the following section. Use the scale provided to evaluate your
performance in each category. Be prepared to discuss your self-evaluation and your alignment with our culture.
Advocate: Prior to your meeting, complete the following section. Use the scale provided to evaluate the
Employee’s performance. Discuss ratings with the Employee and adjust as appropriate. Next, be prepared
to discuss the Employee’s alignment with the culture.
Integrity and Trust: Do the right thing.
Improvement
Required Aligned
Comments
Level of Success
Be open to differing ideas, accept and provide constructive criticism and celebrate the value in our diversity. Participate and be
present, be willing to learn and teach every day. Promote inclusiveness and collaborate with clients, partners, and team members
to realize the best solutions.
Role
Model
Collaboration: Embrace “we” over “me.”
Improvement
Required Aligned
Comments
Level of Success
Build lasting relationships and support clients and peers through a positive mindset. With genuine empathy and respect, seek to
understand others’ perspectives. Actively listen to better resolve challenges and consistently deliver on our promises.
Role
Model
Passion for People: Be authentic and listen.
Improvement
Required Aligned
Comments
Level of Success
Level of Success
1. Improvement Required:
Lacks awareness of shared
beliefs and values.
Inconsistent demonstration
of behaviors associated with
culture.
2. Aligned: Understands
shared beliefs and values.
Consistently models
behaviors associated with
our culture.
3. Role Model: Understands
shared beliefs and values.
Consistently models
behaviors, advocates, and
holds others accountable for
behaviors associated with
our culture.
Role
Model
Improvement
Required Aligned
Comments
Level of Success
CONNECTING TO YOU
CONNECTING TO CULTURE
CONNECTING TO TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
decisions that demonstrate ethical behavior.
Role
Model
Improvement
Required Aligned
Comments
Level of Success
Be open to differing ideas, accept and provide constructive criticism and celebrate the value in our diversity. Participate and be
present, be willing to learn and teach every day. Promote inclusiveness and collaborate with clients, partners, and team members
to realize the best solutions.
Role
Model
Collaboration: Embrace “we” over “me.”
Improvement
Required Aligned
Comments
Level of Success
Build lasting relationships and support clients and peers through a positive mindset. With genuine empathy and respect, seek to
understand others’ perspectives. Actively listen to better resolve challenges and consistently deliver on our promises.
Role
Model
Passion for People: Be authentic and listen.
Improvement
Required Aligned
Comments
Level of Success
Take personal ownership of your work and approach your responsibilities in an entrepreneurial way. Support each other as you
would want others to support you in our shared pursuit of excellence. Be informed and act as if success of the team depends solely
on your own personal efforts.
Role
Model
Initiative and Achievement: Be entrepreneurial.
Improvement
Required Aligned
Comments
Level of Success
Embrace new ideas, push boundaries, and challenge the status quo by delivering better solutions while protecting our clients and
our firm. Improve and challenge ourselves as individuals and collectively to ensure enduring growth.
Role
Model
Creativity and Innovation: Achieve better results.
Improvement
Required Aligned
Level of Success
Level of Success
1. Improvement Required:
Lacks awareness of shared
beliefs and values.
Inconsistent demonstration
of behaviors associated with
culture.
2. Aligned: Understands
shared beliefs and values.
Consistently models
behaviors associated with
our culture.
3. Role Model: Understands
shared beliefs and values.
Consistently models
behaviors, advocates, and
holds others accountable for
behaviors associated with
our culture.
Role
Model
Improvement
Required Aligned
Comments
Level of Success
COMPLETE SECTION
Take personal ownership of your work and approach your responsibilities in an entrepreneurial way. Support each other as you
would want others to support you in our shared pursuit of excellence. Be informed and act as if success of the team depends solely
on your own personal efforts.
Role
Model
Initiative and Achievement: Be entrepreneurial.
Improvement
Required Aligned
Comments
Level of Success
Embrace new ideas, push boundaries, and challenge the status quo by delivering better solutions while protecting our clients and
our firm. Improve and challenge ourselves as individuals and collectively to ensure enduring growth.
Role
Model
Creativity and Innovation: Achieve better results.
Improvement
Required Aligned
Comments
Level of Success
Proudly represent the LPA brand and contribute to the holistic success of the firm. Uphold a work ethic that values executing
details well and inspires an unwavering commitment to design excellence, while supporting the financial success necessary to
sustain the mission and people of LPA.
Role
Model
Commitment and Dedication: Deliver excellence in everything we do.
Improvement
Required Aligned
Comments
Level of Success
Notes
How would you best describe the LPA culture?
In what aspect of culture do you excel?
What aspect of culture would you like to see improve?
Solution
Static Header
Progress Indicators
Reflection
Exercise
Scale Input for
Employee and
Supervisor
Info Sidebars
Current Section
Culture + Values
Why Culture+Values?
Culture is our shared beliefs
and social values that set the
foundation for our
interactions with each other
and with clients. When we
are aligned with our culture,
we foster collaborative
thinking and behavior.
Employee
Strengths
Melanie Wells
Intellection
Individualization
Empathy
Responsibility
Ideation
OVERVIEW
CONNECTING TO YOU
CONNECTING TO CULTURE
CONNECTING TO TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
Communicate openly and honestly, be transparent in all our business practices. Treat others professionally, making thoughtful
decisions that demonstrate ethical behavior.
Role
Model
Employee: Prior to your meeting, complete the following section. Use the scale provided to evaluate your
performance in each category. Be prepared to discuss your self-evaluation and your alignment with our culture.
Advocate: Prior to your meeting, complete the following section. Use the scale provided to evaluate the
Employee’s performance. Discuss ratings with the Employee and adjust as appropriate. Next, be prepared
to discuss the Employee’s alignment with the culture.
Integrity and Trust: Do the right thing.
Improvement
Required Aligned
Comments
Level of Success
Be open to differing ideas, accept and provide constructive criticism and celebrate the value in our diversity. Participate and be
present, be willing to learn and teach every day. Promote inclusiveness and collaborate with clients, partners, and team members
to realize the best solutions.
Role
Model
Collaboration: Embrace “we” over “me.”
Improvement
Required Aligned
Comments
Level of Success
Build lasting relationships and support clients and peers through a positive mindset. With genuine empathy and respect, seek to
understand others’ perspectives. Actively listen to better resolve challenges and consistently deliver on our promises.
Role
Model
Passion for People: Be authentic and listen.
Improvement
Required Aligned
Comments
Level of Success
Take personal ownership of your work and approach your responsibilities in an entrepreneurial way. Support each other as you
would want others to support you in our shared pursuit of excellence. Be informed and act as if success of the team depends solely
on your own personal efforts.
Role
Model
Initiative and Achievement: Be entrepreneurial.
Improvement
Required Aligned
Comments
Level of Success
Level of Success
1. Improvement Required:
Lacks awareness of shared
beliefs and values.
Inconsistent demonstration
of behaviors associated with
culture.
2. Aligned: Understands
shared beliefs and values.
Consistently models
behaviors associated with
our culture.
3. Role Model: Understands
shared beliefs and values.
Consistently models
behaviors, advocates, and
holds others accountable for
behaviors associated with
our culture.
Role
Model
Improvement
Required Aligned
Comments
Level of Success
Static Navigation
Text Input Box

18. Solution
Improvement
Required
Meets
Expectations
Role
Model
Description
Percent of Time
Level of Success
Comments
Level of Success
1: Improvement Required:
Consistently falls below the
expectations of the role and
performance standards.
Improvement is needed to
reach the desired
performance.
3: Meets Expectations:
Consistently meets the
expectations and
performance standards.
Performs all that is expected
of one in this position and
behaves as expected.
5: Role Model: Master at
responsibility. Consistently
exceeds expectations and
performance standards.
Performance is exceptional
in all areas, is a role model,
and promotes the behavior
aligned with culture.
Responsibility #1
%
Improvement
Required
Meets
Expectations
Role
Model
Description
Percent of Time
Level of Success
Comments
Responsibility #2
%
Description
Percent of Time
Responsibility #3
Comments
3: Meets Expectations:
Consistently meets the
expectations and
performance standards.
Performs all that is expected
of one in this position and
behaves as expected.
5: Role Model: Master at
responsibility. Consistently
exceeds expectations and
performance standards.
Performance is exceptional
in all areas, is a role model,
and promotes the behavior
aligned with culture.
Improvement
Required
Meets
Expectations
Role
Model
Description
Percent of Time
Level of Success
Comments
Responsibility #2
%
Improvement
Required
Meets
Expectations
Role
Model
Description
Percent of Time
Level of Success
Comments
Responsibility #3
%
4
3
PERFORMANCE DEVELOPMENT PLAN
YOUR SKILLS
Your Skills
Why Your Skills?
In the spirit of professional
growth, we encourage
individuals to gain mastery
in their technical skills and
take time to celebrate newly
found abilities.
What is a skill?
An ability and capacity
acquired through deliberate,
systematic, and sustained
effort to efficiently and
effectively carryout complex
activities or meet
expectations of a role.
Employee
Strengths
Melanie Wells
Intellection
Individualization
Empathy
Responsibility
Ideation
OVERVIEW
CONNECTING TO YOU
CONNECTING TO CULTURE
CONNECTING TO TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
Employee: Complete the following section. Use the scale provided to evaluate your skills. Add new skills as
approppriate. Be prepared to discuss your self-evaluation.
Advocate: Complete the following section. Use the scale provided to evaluate the Employee’s skills. Discuss
ratings with the Employee and adjust as appropriate. Be prepared to discuss.
Novice Learning Proficient Expert Mastery
Description
Level of Success
Comments
Skill #1
Level of Success
1. Novice: Familiar
understanding of skill.
Limited experience at
applying knowledge to meet
expectations of role.
2. Learning: Emerging
narrow scope of
understanding. Beginning
to apply knowledge to meet
expectations of role.
3. Proficient: Narrow in
scope with deep
understanding in some
aspects of skill. Efficient and
effective at applying
knowledge to meet
expectations of role.
4. Expert: Widening of
scope and depth of
understanding. Highly
efficient and effective in
applying primary knowledge
to meet expectation of role.
Seen as a resource and
teaches others.
5. Mastery: Comprehensive
understanding of skill.
Highly efficient and effective
in applying all knowledge to
meet expectations of role.
Seen as the organization’s
expert resource and teaches
others.
Novice Learning Proficient Expert Mastery
Description
Level of Success
Comments
Skill #2
Novice Learning Proficient Expert Mastery
Description
Level of Success
Comments
Skill #3
Description
Skill #4
COMPLETE SECTION
scope with deep
understanding in some
aspects of skill. Efficient and
effective at applying
knowledge to meet
expectations of role.
4. Expert: Widening of
scope and depth of
understanding. Highly
efficient and effective in
applying primary knowledge
to meet expectation of role.
Seen as a resource and
teaches others.
5. Mastery: Comprehensive
understanding of skill.
Highly efficient and effective
in applying all knowledge to
meet expectations of role.
Seen as the organization’s
expert resource and teaches
others.
Notes
Is there a specific skill you would like to learn?
Is there someone at LPA that can help you develop a new
competency or enhance an existing one?
Novice Learning Proficient Expert Mastery
Description
Level of Success
Comments
Skill #2
Novice Learning Proficient Expert Mastery
Description
Level of Success
Comments
Skill #3
Novice Learning Proficient Expert Mastery
Description
Level of Success
Comments
Skill #4
Culture + Values
Why Culture+Values?
Culture is our shared beliefs
and social values that set the
foundation for our
interactions with each other
and with clients. When we
are aligned with our culture,
we foster collaborative
thinking and behavior.
Employee
Strengths
Melanie Wells
Intellection
Individualization
Empathy
Responsibility
Ideation
OVERVIEW
CONNECTING TO YOU
CONNECTING TO CULTURE
CONNECTING TO TEAM
YOUR SKILLS
YOUR ACCOMPLISHMENTS
GOALS AND ACTION PLAN
TAKEAWAY
Communicate openly and honestly, be transparent in all our business practices. Treat others professionally, making thoughtful
decisions that demonstrate ethical behavior.
Role
Model
Employee: Prior to your meeting, complete the following section. Use the scale provided to evaluate your
performance in each category. Be prepared to discuss your self-evaluation and your alignment with our culture.
Advocate: Prior to your meeting, complete the following section. Use the scale provided to evaluate the
Employee’s performance. Discuss ratings with the Employee and adjust as appropriate. Next, be prepared
to discuss the Employee’s alignment with the culture.
Integrity and Trust: Do the right thing.
Improvement
Required Aligned
Comments
Level of Success
Be open to differing ideas, accept and provide constructive criticism and celebrate the value in our diversity. Participate and be
present, be willing to learn and teach every day. Promote inclusiveness and collaborate with clients, partners, and team members
to realize the best solutions.
Role
Model
Collaboration: Embrace “we” over “me.”
Improvement
Required Aligned
Comments
Level of Success
Build lasting relationships and support clients and peers through a positive mindset. With genuine empathy and respect, seek to
understand others’ perspectives. Actively listen to better resolve challenges and consistently deliver on our promises.
Role
Model
Passion for People: Be authentic and listen.
Improvement
Required Aligned
Comments
Level of Success
Take personal ownership of your work and approach your responsibilities in an entrepreneurial way. Support each other as you
would want others to support you in our shared pursuit of excellence. Be informed and act as if success of the team depends solely
on your own personal efforts.
Role
Model
Initiative and Achievement: Be entrepreneurial.
Improvement
Required Aligned
Comments
Level of Success
Level of Success
1. Improvement Required:
Lacks awareness of shared
beliefs and values.
Inconsistent demonstration
of behaviors associated with
culture.
2. Aligned: Understands
shared beliefs and values.
Consistently models
behaviors associated with
our culture.
3. Role Model: Understands
shared beliefs and values.
Consistently models
behaviors, advocates, and
holds others accountable for
behaviors associated with
our culture.
Role
Model
Improvement
Required Aligned
Comments
Level of Success
Your Role
Employee: Prior to your meeting, complete the following section. Divide your role in 3 primary responsibility areas.
Use the scale provided to evaluate your performance in each area. Be prepared to discuss your self-evaluation
Improvement
Required
Meets
Expectations
Role
Model
Description
Percent of Time
Level of Success
Comments
Why Your Role?
This section helps us to
understand the Employee’s
focus for the last year – what
were their main roles and
where did he/she spend
most of their time. It also
allows us to evaluate their
performance within the
scope job description.
Level of Success
1: Improvement Required:
Consistently falls below the
expectations of the role and
performance standards.
Improvement is needed to
reach the desired
performance.
3: Meets Expectations:
Consistently meets the
expectations and
performance standards.
Performs all that is expected
of one in this position and
behaves as expected.
5: Role Model: Master at
responsibility. Consistently
exceeds expectations and
performance standards.
Performance is exceptional
in all areas, is a role model,
and promotes the behavior
aligned with culture.
Advocate: Prior to your meeting, complete the following section. Use the scale provided to evaluate the
Employee’s performance. Discuss ratings with the Employee.
Responsibility #1
%
How would you like to grow in your role?
Improvement
Required
Meets
Expectations
Role
Model
Description
Percent of Time
Level of Success
Comments
Responsibility #2
%
Improvement
Required
Meets
Expectations
Role
Model
Description
Percent of Time
Level of Success
Comments
Responsibility #3
%
4
3

19. Impact
LPA conducted a firm-wide employee satisfaction
survey with a few questions regarding the new review
system, and surveyed supervisors in-depth.

20. Impact
Employees rated the new review system highly — they felt more
connected during the review meeting, appreciated the flexibility of the
conversational structure, and expressed that the co-rating system built
understanding and sparked constructive discussion about next steps.
Supervisors criticized the amount of time spent conducting the review
meeting (charge by leadership to set aside 1.5 hours)
LPA conducted a firm-wide employee satisfaction
survey with a few questions regarding the new review
system, and surveyed supervisors in-depth.

21. Reflection & Next Steps
Through this project I learned about the value of
determining the true problem space, validating
throughout the design process, advocating for end
user needs, and taking the initiative to step outside of
my determined role.

22. Reflection & Next Steps
Integration of strengths questions and employee profiles.
Implementation of checkpoint discussions throughout the year.
Through this project I learned about the value of
determining the true problem space, validating
throughout the design process, advocating for end
user needs, and taking the initiative to step outside of
my determined role.
Build a larger platform to house individual reviews year-by-year,
potentially including a timeline or dashboard.