Customer experience mapping is a method of documenting and visualizing the experience a customer has as they use the product or service. It also maps out their responses to their experiences.
To be used when there is a solution (even in a conceptual stage) that can be analyzed.
A Focused Conversation to begin to process traumatic situations for use with colleagues, friends and family, and how to respond to them productively. Often traumatic events become undiscussable and this enables persons to talk about them
DAD makes it easy for a group to discover better practices that only a few members are using to solve a common problem, called positive deviant behaviors.
We’re going to uncover the behaviors and practices some of us are already using to tackle our shared challenge. It’s like going on a treasure hunt to find the solutions hidden in our midst.”When held in a local setting close to where the problem manifests, it creates a safe space to invent new and more effective practices, sparking imagination and strengthening resolve to take action. It also builds relationships between people in diverse roles. This structure enacts LS Principle #2, Practice Deep Respect for People and Local Solutions.
An emotional journey is a visualization that maps and illustrates a user’s emotional experience through the experience of interacting with an organization, product or brand.
Polarities live as interdependent pairs that need each other to exist, for example inhaling & exhaling. One pole is not valued as better than the other. Polarities have an enduring quality, they are unavoidable and unsolvable.
Polarities live everywhere from our internal dialogue to external patterns of relating in society and within organizations. Overfocus on any one pole leads to the breakdown of the system as a whole.
Evaluate the factors that will either support or hinder a change in an organisation or entity.
Many situations do not have immediate answers or clear resolutions. Recognizing these situations and responding with empathy can improve the “cultural climate” and build trust among group members. HSR helps individuals learn to respond in ways that do not overpromise or overcontrol. It helps members of a group notice unwanted patterns and work together on shifting to more productive interactions. Participants experience the practice of more compassion and the benefits it engenders. HSR brings to life LS Principle #3, Build Trust as You Go.
A process for understanding a complex problem situation
This is an exercise to use when the group gets stuck in details and struggles to see the big picture. Also good for defining a vision.
Open Space is a methodology for large groups to create their agenda discerning important topics for discussion, suitable for conferences, community gatherings and whole system facilitation
This is a method for individuals and teams to define the structure, direction and first steps of a project. The individual or team works through a set of questions and documents the answers in a sharable digital format. This can either be a “living” document that develops with the project it can be left as just a clear and concise record of the starting-point.
Any breakout group activity to capture ideas and generate dialogue around them.
