MUSINGS ON EXPERIENCE, TRANSFORMATION, STRATEGY AND MORE
Leaders regularly say that they want to ‘change the mindset’ of their people. But can that really be done? And if you were to persist, what are the implications?
In another element to the transformation algorithm I’m building, I explore the concept of mindset change. The post isn’t as clearly written as I would like, but I’m told that ‘done is better than perfect’. So, if you see opportunities to improve, ask, comment, complement or (constructively) disagree. I'm sure we'll both learn from it!
Most ‘inspirational’ customer experience cases focus on business-to-consumer companies.
We talk about Airbnb, Uber, Apple or my personal favourite, Lexus (yes, I’m biased, but still).
During the lockdowns, we learned that we can get a lot of work done without ever leaving the house. To the point that as restrictions lift, we're not that keen to return.
But where does this leave our offices? Will we still need them tomorrow? If we do, what will they look like? And more important, will we still want to endure traffic jams to be greeted by uninspired desks, stressed-out colleagues and mediocre coffee?
A lot has been written about this topic in the past 18 months.
But I wanted to do a little more than be philosophical. I wanted to look at a real office space, with real people and real business challenges.
So, I hooked up with some friends to actually design an 2023 office concept experience.
... and what to focus on instead
You may know that I'm hunting for a Transformation Algorithm
Its goal is to help us move beyond the >70% failure rate of corporate transformations and create transformative experiences for employees, customers and society. Ambitious? Moi?
To get there, I’m walking around the problem.
Looking at it from all perspectives (Japan style). So without claiming expertise in any domain, I’m blending systems thinking with neuroscience, behavioural psychology, philosophy and my background in experience design. There’s even a little math (I couldn't resist 🥸.
It's a work in progress, but I'm getting there.
Meanwhile, here are some more thoughts as I put together the puzzle. The article starts a bit gloomy, but it ends more upbeat… I promise.
It's all work in progress, so don’t hold back on comments, compliments or corrections 🙂.
Alain Thys is an experience architect who helps organisations drive profit and transformation through experience.