authoring a hero's journey: finding meaning through storyJoyce Hostyn
We live, learn, and remember through story. Our brains weave each experience into the overall narrative that shapes who we are. Yet seldom do we step back to examine or consciously shape the overall story of our lives. As designers, many of us have a desire to change the world. And yet, as Leo Tolstoy said, “Everyone thinks of changing the world, but no one thinks of changing himself.” If design is change, if we want to use design to effect change, shouldn’t we first think about changing ourselves by designing our own story? For the stories we tell ourselves can change the way we see the world and, by extension, change the world itself.
Employee Communities: Community Centric ChangeJoyce Hostyn
Customer Experience starts with the employee experience, but changing the employee experience can be very difficult. Most change methods are still based on an outdated top-down rational view of organizational change. How can we rewire organizational DNA to create great customer experiences? How can we shift the hearts, minds and behaviors of every employee? These are the questions we're wresting with as we rethink our approach to employee experience. Our new strategy is centered on an employee community of peers that we are promoting through internal content marketing. It might be working. Presented at CXPA Members Insight Exchange.
Despite the fact that some governments are taking behavioral science and its challenges to the model of the rational individual very seriously, most enterprises still haven’t changed the way they deploy technology. No wonder 85% of ECM implementations fail to live up to expectations. Can the insights shared by Kahneman and others shed some insight onto this dilemma? Can we increase success by rethinking our approach to enterprise software deployments based on an improved understanding of how people perceive their environment, are swayed by others, and choose to act?
Predictable Irrationality If You Build What They Ask For, They Will Not ComeJoyce Hostyn
Traditional approaches to defining and deploying enterprise software fail to account for that fact that people are influenced by their environment, emotions, shortsightedness, and other forms of irrationality. How do we get past the predictable irrationality of people to redefine the problem and create experiences that people will embrace?
authoring a hero's journey: finding meaning through storyJoyce Hostyn
We live, learn, and remember through story. Our brains weave each experience into the overall narrative that shapes who we are. Yet seldom do we step back to examine or consciously shape the overall story of our lives. As designers, many of us have a desire to change the world. And yet, as Leo Tolstoy said, “Everyone thinks of changing the world, but no one thinks of changing himself.” If design is change, if we want to use design to effect change, shouldn’t we first think about changing ourselves by designing our own story? For the stories we tell ourselves can change the way we see the world and, by extension, change the world itself.
Employee Communities: Community Centric ChangeJoyce Hostyn
Customer Experience starts with the employee experience, but changing the employee experience can be very difficult. Most change methods are still based on an outdated top-down rational view of organizational change. How can we rewire organizational DNA to create great customer experiences? How can we shift the hearts, minds and behaviors of every employee? These are the questions we're wresting with as we rethink our approach to employee experience. Our new strategy is centered on an employee community of peers that we are promoting through internal content marketing. It might be working. Presented at CXPA Members Insight Exchange.
Despite the fact that some governments are taking behavioral science and its challenges to the model of the rational individual very seriously, most enterprises still haven’t changed the way they deploy technology. No wonder 85% of ECM implementations fail to live up to expectations. Can the insights shared by Kahneman and others shed some insight onto this dilemma? Can we increase success by rethinking our approach to enterprise software deployments based on an improved understanding of how people perceive their environment, are swayed by others, and choose to act?
Predictable Irrationality If You Build What They Ask For, They Will Not ComeJoyce Hostyn
Traditional approaches to defining and deploying enterprise software fail to account for that fact that people are influenced by their environment, emotions, shortsightedness, and other forms of irrationality. How do we get past the predictable irrationality of people to redefine the problem and create experiences that people will embrace?
Digital literacy - a new language for disruptionJoyce Hostyn
To achieve the digital enterprise, you need a workforce that embraces new ways of working. One in which they’re able to harness the power of information, collaboration, and communities to get their jobs done. This requires treating digital as a new language. One with a different grammar and syntax from what people are used to. And learning a new language isn't easy. How can we empower people through digital literacy to work smarter, treating digital as a language to use to express ideas and create magical experiences that people choose to participate in and, as a consequence, change their behavior? How can we get people dreaming in digital?
Designing with content: a customer experience journeyJoyce Hostyn
Content has a significant role to play when we approach the design of the customer experience holistically. And yet content has long been neglected. It’s time to change that. Content strategy, by designing experiences with content, can have a significant impact on an organization’s bottom line.
What's your story? Designing a holistic customer experienceJoyce Hostyn
An experience always exists and always generates an impression, but seldom by design. Silo'd approaches result in fragmented experiences and dissatisfied customers. No wonder only 8% of customers report their experience with a given company was superior.
How can we craft a cross-silo content strategy designed to deliver a superior, holistic, customer experience across all customer touchpoints and all stages of the customer lifecycle?
From a workshop I facilitated at Vizthink 2009 on why stories are more effective than fact based methods at communicating complex ideas and inspiring people to want to change.
Can we design organizations for beauty?Joyce Hostyn
The future is ours to imagine, design and create. And if we’re dreaming the future into being, why not dream of a future where business is beautiful. Where business delivers the promise of happiness. Where business is an incredible force for positive change in the world.
the art of creativity: asking provocative questionsJoyce Hostyn
Since we live in the world our questions create, "the most interesting thing you can do in life... is to call into question the rules of the game.” Questions make the impossible possible, help the unknown become known, and transform paradigms. To transform yourself, transform your organization, or transform the world learn the art of asking provocative questions.
Mapping the customer experience: innovate using customer experience journey mapsJoyce Hostyn
Do you know what your organization looks like from your customer’s perspective? In the digital age, silos and organizational bureaucracy manifest themselves through your digital presence. You can bridge these silos and overcome a bureaucratic inside-out mindset by visualizing the customer (learner, elder, citizen, patient, employee) experience through a customer experience journey map that captures both actual and emotional aspects of the customer experience. Then, map in hand, you can use it to design great outside-in customer experiences for your organization.