What 3 things would you do to build better experiences?
Here are my 3 for helping me enable better experience for customers and employees.
1) Holistically understand what is driving behavior:
We need to have better ways to understand what is driving behavior - in a way that goes beyond just the individual.
If we want to get to the root causes, we need good models and theories to help guide our thinking and show us what exactly is making it hard or easy for our employees or customers to do a behavior.
We can't do this by just guessing, as there are many drivers that exist - from knowledge, goals, beliefs, resources, the environment etc... each needs its own approach to solving - models like ISM, ABCD and others will help you with this.
2) Go Deeper into motivation:
Understanding the psychology of motivation is essential for great experiences. There are many theories of motivation that I think are useful, such as Self Determination Theory or Prime - but by no means are these the only ones you can look at.
If we were looking at Self-Determination Theory, we want to make sure that people's psychological needs are met - this looks at motivation on a continuum - Prime on the other hand looks at in the moment motivation.
3) Don't forget about the norms:
Social norms are unwritten rules that govern behavior in a society or group - very powerful at work.
By showing people that others are engaging in a desired behavior, we can increase the likelihood that they will do the same.
At the same time, if the group is doing a non-desired behavior, it may also make more people replicate that behavior.
In summary:
Gain competence in these 3 areas to create better outcomes for your customers and employees
-Understand the drivers
-Go deep into motivation
-Account for social norms
These are good foundations for you and your teams to focus on - they are for sure things we use in our consulting work with clients at Aim For Behavior.
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