Author Archives: Braden Kelley

About Braden Kelley

Braden Kelley is a Human-Centered Experience, Innovation and Transformation consultant at HCL Technologies, a popular innovation speaker, and creator of the FutureHacking™ and Human-Centered Change™ methodologies. He is the author of Stoking Your Innovation Bonfire from John Wiley & Sons and Charting Change (Second Edition) from Palgrave Macmillan. Braden is a US Navy veteran and earned his MBA from top-rated London Business School. Follow him on Linkedin, Twitter, Facebook, or Instagram.

Why Annual Employee Experience Audits Are Important

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Why Annual Employee Experience Audits Are Important

by Braden Kelley and Art Inteligencia

In today’s rapidly evolving business landscape, organizations are recognizing the importance of not just their customers’ experience, but also their employees’. The concept of employee experience encompasses every touchpoint a worker encounters from recruitment to retirement. However, what often remains underappreciated is the systematic examination of this experience through regular audits. Today, we’ll explore why annual employee experience audits are critical for any forward-thinking organization.

Understanding Employee Experience

The employee experience can be defined as the sum total of all interactions an employee has with their employer. This includes the culture, the physical workspace, tools and technology provided, leadership behavior, and organizational practices. Together, these elements shape how employees perceive their organization and directly influence engagement, productivity, and retention.

The Need for Regular Audits

Conducting regular audits of the employee experience is crucial for several reasons:

Identifying Pain Points: Just as businesses conduct customer journey mapping to understand customer pain points, employee experience audits help uncover hidden obstacles impacting employee satisfaction and performance.
Measuring Impact of Changes: Organizations implement initiatives to improve the work environment regularly. Audits provide a structured approach to assess the impact of these initiatives, offering insights into what’s working and what isn’t.
Aligning with Strategic Goals: As companies evolve, ensuring that the employee experience aligns with the organization’s strategic goals becomes imperative. Audits help in recalibrating experiences to support these objectives.

The Benefits of Annual Audits

Moving from sporadic reviews to a structured annual audit brings several benefits:

Enhanced Engagement: Regular audits demonstrate a commitment to employee well-being, fostering a culture of trust and transparency which enhances overall engagement.
Improved Retention: By identifying factors that contribute to dissatisfaction or turnover, organizations can proactively address issues, making it easier to retain top talent.
Informed Decision Making: Comprehensive data from audits enable leaders to make informed decisions about policies, benefits, and strategic initiatives that can enhance the employee experience.

What a Complete Employee Experience Audit Looks Like

A thorough employee experience audit should include several key components:

Comprehensive Surveys: Distribute surveys that cover a wide range of topics including workplace culture, management effectiveness, communication, work-life balance, career development, and employee satisfaction.
Focus Groups and Interviews: Conduct focus groups and one-on-one interviews that allow employees to provide detailed feedback and personal insights that might not surface through surveys alone.
Observation: Observe working conditions, team dynamics, and workflow interactions to gain an understanding of the daily employee experience.
Data Analysis: Analyze HR data, turnover rates, and performance metrics to identify trends and areas needing improvement.
Technology and Tool Assessment: Evaluate the tools and technologies available to employees for their effectiveness in enhancing productivity and satisfaction.
Leadership and Management Review: Assess leadership styles and their alignment with employee needs and organizational values.
Feedback Loop: Establish a mechanism for continuous feedback and updates to the audit process to ensure it evolves with organizational changes.

What An Employee Experience Audit IS NOT

An employee experience audit is not an employee experience survey. Like a financial audit, it should also typically be conducted by a small group from outside the organization to maintain objectivity and honesty in the observations, devoid of assumptions and rationalizations of design tradeoffs. Employee experience auditors are trying as much as possible to walk in the shoes of employees across channels for key activities and so they must not be isolated from key systems or key employee groups to determine the most important activities and systems to dive the deepest into the experience of.

An employee experience audit is not a solution but research with recommendations. It is worthless without a commitment to act on the findings found. The leadership commitment and plans for how deficiencies will be addressed is EVEN MORE IMPORTANT than how the employee experience audit is conducted.

Implementing Effective Audits

For an audit to be effective, it should be thorough and inclusive. Consider the following steps:

Define Objectives: Clearly outline what you aim to achieve with the audit.
Utilize Surveys and Interviews: Gather quantitative and qualitative data through employee surveys and interviews.
Analyze Data: Use data analytics to identify trends and patterns. Pay attention to anomalies and outliers.
Actionable Recommendations: Transform insights into actionable steps that can be implemented to drive positive change.
Leadership Commitment: Secure commitment from leadership to fund and implement the greatest improvement opportunities identified during the audit.

Conclusion

The workplace is fundamentally changing, and so too must our approach to understanding it. Annual employee experience audits provide a robust framework for consistently enhancing the environments we create for our workforces. In doing so, we not only improve the lives of our employees but also drive innovation, loyalty, and performance that propels our organizations forward. But an employee experience audit is not the same thing as an employee survey. It is instead an outside-in evaluation of the experience employees have while executing key activities across key systems. By embedding an annual employee experience audit practice into our routine, we fortify the human connection at the heart of every successful enterprise.

If you would like to team up to conduct an Employee Experience Audit at your company, please contact me and we can get you on the calendar to meet with our team.

Image credits: Pixabay

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Content Authenticity Statement: The core premise and structure for this article was created by Braden Kelley. The OpenAI Playground, taking on the role of human-centered change and innovation thought leader Braden Kelley has helped to flesh out the content of the article with supplementary content added by Braden Kelley, including the section on What An Employee Experience Audit IS NOT.

Customer Experience Audit 101

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Your Guide to Elevating the Customer Journey and Future Proofing Your Business

Customer Experience Audit 101

by Braden Kelley and Art Inteligencia

As a customer experience professional it is always surprising when I encounter a flawed experience that would have easily been caught if the experience had been walked by someone that’s distant from the experience design process – an auditor. To oversimplify things, think of it as secret shopping on steroids informed by the expertise and methods of customer experience professionals that map, compare and improve different experiences for a living.

Companies are in the habit of hiring an auditor for providing an external perspective on their financial reporting, but most (if not all) fail to engage in a similar annual audit for their customer, partner or employee experiences. Given that companies exist only as long as their customers permit them to, this seems short-sighted and incredibly risky.

To explore this situation in more detail, it only makes sense that we should first look at some of the basics of the customer experience and then the equally important customer experience audit.

Understanding the Basics of Customer Experience

At its core, Customer Experience (CX) is the culmination of all interactions a customer has with your brand. Whether it’s a visit to your website, a call to your support team, or the experience of using your product or service, each touchpoint contributes to how your brand is perceived. A robust CX strategy is not only a competitive advantage but a requirement in today’s market. This is where the Customer Experience Audit comes into play.

The Importance of a Customer Experience Audit

Conducting a Customer Experience Audit helps you identify gaps, inconsistencies, and opportunities in your current customer journey. This systematic approach allows you to enhance interactions, fostering loyalty and driving growth. A well-executed audit provides insights that guide innovations and improvements, ensuring that your brand is always delivering value and delight to your customers.

Six Key Components of a Customer Experience Audit

Customer Touchpoint and Journey Mapping: Identify all the points of interaction between customers and your organization across the different phases of the customer journey.
Feedback Analysis: Gather and analyze customer feedback through surveys, reviews, and direct communications.
Performance Metrics: Review key performance indicators (KPIs) such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
Competitive Benchmarking: Evaluate your CX against industry peers to identify best practices and areas for improvement.
Customer Journey Step and Touchpoint Walking: A lot can be learned by having an outsider walk the key touchpoints and steps in your customer journey, especially those connected to your moments of truth. These are the critical touchpoints in a customer’s journey that significantly impact their perception and relationship with your brand. These moments are pivotal in determining customer satisfaction, loyalty, and advocacy, and addressing them effectively can create lasting positive impressions and drive meaningful engagement – and revenue!
Journey Analytics: Use analytics tools to track customer behavior and identify bottlenecks.

Pro tip: Involve cross-functional teams and outsiders in the audit process to gain diverse perspectives and insights.

Six Steps to Conducting a Successful Customer Experience Audit

Define Objectives: Clearly outline what you aim to achieve with the audit.
Gather Data: Collect quantitative and qualitative data from various sources.
Analyze Findings: Identify patterns, pain points, and opportunities from the collected data.
Implement Changes: Develop a roadmap to address identified issues and enhance the CX.
Monitor and Iterate: Continuously monitor the impact of changes and refine strategies as needed.
Rinse and Repeat: Conduct a customer experience audit at least once a year to track your progress and the success of your improvement project pursuits, while also creating an opportunity to identify new deficiencies that have been introduced as your customer experience continues to evolve.

Conclusion

By undertaking a Customer Experience Audit, you’re not only future-proofing your business but also prioritizing the needs and expectations of your customers. Remember, a remarkable customer experience is not a one-time effort but an ongoing commitment. As you embark on this journey, keep in mind that customer-centric innovation is the cornerstone of sustainable success.

Commit to a culture of continuous improvement, and you will see your brand not just meet, but exceed customer expectations. Let’s create experiences that are not only memorable but transformative.

If you are interested in conducting a customer experience audit of your business, please contact me.

Download the Customer Experience Audit 101 Guidebook as a PDF by clicking the link or the image above.

Image credits: Unsplash

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Content Authenticity Statement: The core premise and structure for this article was created by Braden Kelley. The OpenAI Playground, taking on the role of human-centered change and innovation thought leader Braden Kelley has helped to flesh out the content of the article with supplementary content added by Braden Kelley – including the creation of the downloadable PDF flipbook.

Leadership Best Quacktices from Oregon’s Dan Lanning

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Leadership Best Quacktices from Oregon's Dan Lanning

by Braden Kelley

For the first time since 2012 (a couple years before Marcus Mariota won the Heisman Trophy) the University of Oregon football team is ranked number one in the NCAA football rankings and in the pole position in the race to the national championship playoff picture.

Make no mistake, this year’s Oregon Ducks’ football team is full of talent, but in sports like in business, the difference between a winner and a loser is often the character of its leadership and culture.

In the ever-changing landscape of college athletics, the role of a coach extends far beyond strategizing plays and winning games. It involves shaping young athletes into well-rounded individuals equipped not only for their sports careers but for life. Dan Lanning, head coach of the Oregon Ducks football team, exemplifies this human-centered leadership. His approach demonstrates qualities that every leader (whether in sports, business, or any other field) can learn from and apply. Here, as a passionate advocate of human-centered change and innovation, I’ll explore the key facets of Coach Lanning’s leadership that make him effective and inspiring while building a winning culture.

1. Empathy and Understanding

Coach Dan Lanning excels in creating an environment that prioritizes empathy and understanding. He recognizes that every player is unique and has different motivations, challenges, and aspirations. This individual focus allows him to connect with players on a personal level, fostering an atmosphere of trust and mutual respect. Through active listening and consistent communication, Lanning ensures that his athletes feel heard and valued, both on and off the field.

2. Commitment to Development

A true leader invests in the growth and development of their team members. Coach Lanning adopts a holistic approach to player development, emphasizing education, character building, and life skills alongside athletic prowess. By encouraging his players to excel academically and engage with their communities, Lanning instills a sense of responsibility and maturity. This well-rounded development is crucial in preparing athletes for the varied challenges of life.

3. Cultivating a Winning Mindset

While empathy and development are central to Lanning’s approach, he also understands the importance of instilling a competitive spirit. Lanning is adept at fostering a winning mindset among his players without compromising sportsmanship and integrity. He emphasizes setting ambitious goals, maintaining discipline, and embracing the process. This mentality not only contributes to the team’s success on the field but also prepares athletes to tackle future obstacles with resilience and determination. You’ll notice that even in victory, the team’s focus is brought back to the process, brought back to reinforcing a commitment to growth.

4. Innovation and Adaptability

In a rapidly evolving sports landscape, innovation and adaptability are key. Coach Lanning leads by example in embracing change and encouraging creative problem-solving. Whether it’s integrating new training technologies or developing novel game strategies, Lanning shows a willingness to experiment and adapt. This not only keeps his team competitive but also inspires his players to think outside the box and continually evolve. In the video we pick up a team meeting conversation going into the game where they are talking about looking for an opportunity to use a creative formation and play call to steal a first down, and then they perfectly executed it in the game to steal a first down.

5. Building a Strong Team Culture

Coach Lanning understands that success in sports is fundamentally a team effort. He places great emphasis on building a cohesive and inclusive team culture where every member feels they belong. By fostering collaboration and unity, Lanning creates a support system where players are encouraged to look out for each other and celebrate each other’s successes. This strong sense of community enhances team morale and motivates players to perform at their best.

6. Leading by Example

Finally, great leaders lead by example, and Dan Lanning is no exception. His work ethic, commitment, and positive attitude serve as a powerful model for his players. Lanning’s transparency and humility encourage an open dialogue where athletes feel comfortable contributing their own ideas and perspectives. This participative leadership style not only empowers players but also reinforces the collective pursuit of excellence.

Conclusion

Dan Lanning’s greatness as a leader is not measured solely by his achievements with the Oregon Ducks but by the profound impact he has on his players’ lives. His human-centered approach demonstrates that effective leadership is about nurturing potential, fostering growth, and enabling individuals to exceed their expectations. As we consider leadership in any field, Lanning’s example reminds us of the transformative power of empathy, innovation, and community.

And finally, Go Ducks!

p.s. Be sure and follow both my personal account and the Human-Centered Change and Innovation community on LinkedIn.

Image credits: Wikimedia Commons

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Rise of the Atomic Consultant

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Or the Making of a Superhero

Rise of the Atomic Consultant

by Braden Kelley

In today’s rapidly evolving world, the consulting landscape is undergoing a profound transformation. I was recently asked a series of questions to capture my thoughts on how the consulting industry and its employees will need to evolve to thrive in the coming years – including my thoughts on the creation of “superhero” consultants. The emergence of the “superhero” consultant is not merely a result of advanced tools and technologies, but rather the cultivation of essential skills and capabilities. As we navigate through this era of unprecedented change, it is imperative for consulting firms to foster a culture of flexibility, growth, and continuous learning. The future of consulting lies in the hands of those who can seamlessly integrate human expertise with artificial intelligence (AI), build meaningful connections in a hybrid work environment, and facilitate diverse perspectives to drive innovation. This article delves into the key attributes that will define the next generation of consultants and explores the obstacles that must be overcome to unlock their full potential.

Here are the questions:

1) What are the tools and technologies that a consultant should use to become a “superhero” consultant? Why are these specific tools/technologies important? How should these tools be used most effectively?

This is the wrong question. It is not tools and technologies that will enable “superhero” consultants, but instead the development of the right skills and capabilities. The future of consulting will require consulting firms to hire and develop employees that are:

Flexible and growth minded – the world is changing at an accelerating rate and consultants more than ever before will need to be lifelong learners, comfortable with knowledge gaps and eager to become an expert in something on behalf of the client with each new project
AI Taskmasters – the future of work is man and machine working together and consultants skilled at breaking down work to the right size (atomizing work) and assigning it to both human and AI workers
Socially Savvy – remote and hybrid work is here to stay and even clients have soured on having consultants travel in every week, so “superhero” consultants must excel at building connections and relationships via internal, external and client social tools to both distribute/execute work and to source new work
Skilled facilitators – as data and AI-generated work products become plentiful, sense-making rises in importance along with a diversity of perspectives – often in workshops facilitated by consultants
Open Sourced – gone are the days of rinse and repeat projects powered by proprietary frameworks and IP, instead “superhero” consultants will excel at identifying the right tools and frameworks to bring to bear – from FutureHacking™ to Design Thinking to the Change Planning Toolkit™

The capabilities of tools and technologies will grow over time and new ones will emerge. The best consultants will constantly be scanning the horizon for new tools, technologies, and capabilities and leverage the above skills and capabilities to unlearn and then re-learn the best ways to create value for their clients.

2) What are the biggest obstacles that prevent consultants from being able to access or learn the steps needed to become a “superhero” consultant? What should be done to remove these obstacles to help make this transformation easier for more consultants?

The biggest obstacles that prevent consultants from becoming “superheroes” are internal – to both the consultants themselves and the firms they work for. Companies will need to examine their own policies, procedures, and training programs to right-size them for this emerging new reality. Firms will need to allow consultants to pick the right frameworks, tools and technologies for addressing client challenges – instead of limiting them to those owned by the firm. Consultants will need to shift their mindset from being experts in a particular tool or technology and towards being masters of the above skills and capabilities and experts in achieving key client outcomes. Firms will need to invest in the training and the technology necessary to provide AI’s built for purpose to accelerate the ability of consultants to more efficiently and effectively solve client challenges. Firms will also need to update their tools and methods for capturing and sharing knowledge to leverage AI capabilities at the same time.

3) What specific areas of consulting (eg. IT, finance, marketing, etc.) have the greatest potential to produce this new brand of “superhero” consultants? Why?

This new brand of “superhero” consultants will excel in a number of different disciplines because they will be able to not only find more efficient and effective ways to execute work traditionally performed by consultants (technology implementations, analytical work, etc.), but as they are helping clients transform the ways they perform different types of work, they will also be able to help clients identify new activities that will be made possible by the transformation and the new technologies and ways of working they bring with it. The reason is their focus on building skills and capabilities into which tools and technologies plug in – somewhat interchangeably.

Conclusion

The journey to becoming a “superhero” consultant is not without its challenges, but the rewards are immense. By embracing a mindset of lifelong learning and adaptability, consultants can harness the power of emerging technologies to deliver unparalleled value to their clients. The future of consulting is not about rigid frameworks or proprietary tools, but about the ability to unlearn and relearn, to innovate and collaborate, and to drive meaningful change. As we look ahead, it is clear that the most successful consultants will be those who can navigate the complexities of a dynamic world with agility and foresight. Let us continue to push the boundaries of what is possible and strive to create a brighter future for the consulting industry. Keep innovating!

p.s. Be sure and follow both my personal account and the Human-Centered Change and Innovation community on LinkedIn.

Image credit: Bing Copilot (Microsoft Designer)

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Video Killed More Than the Radio Star

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by Braden Kelley

If you are a child of the eighties, you will remember when MTV went live 24 hours a day with music videos on cable television August 1, 1981 with the broadcast of “Video Killed the Radio Star” by the Buggles.

But I was thinking the other day about how video (or taken more broadly as streaming media – including television, movies, gaming, social media, and the internet) has killed far more things than just radio stars. Many activities have experienced substantial declines due to people staying home and engaging in these forms of entertainment – often by themselves – where in the past people would leave their homes to engage in more human-to-human-interactions.

The ten declines listed below have not only reshaped the American landscape – literally – but have also served to feed declines in the mental health of modern nations at the same time. Without further ado, here is the list

1. Bowling Alleys:

Bowling alleys, once bustling with players and leagues, have faced challenges in recent years. The communal experience of bowling has been replaced by digital alternatives, impacting the industry.

2. Roller Skating Rinks:

Roller skating rinks, which were once popular hangout spots for families and teens, have seen declining attendance. The allure of roller disco and skating parties has waned as people turn to other forms of entertainment.

3. Drive-In Movie Theaters:

Drive-in movie theaters, iconic symbols of mid-20th-century entertainment, have faced challenges in recent decades. While they once provided a unique way to watch films from the comfort of your car, changing lifestyles and technological advancements have impacted their popularity.

4. Arcade Game Centers:

In the ’80s and ’90s, video game arcades were buzzing hubs of entertainment. People flocked to play games like Pac-Man, Street Fighter, and Mortal Kombat. Traditional arcade game centers, filled with pinball machines, classic video games, and ticket redemption games, have struggled to compete with home gaming consoles and online multiplayer experiences. The convenience of playing video games at home has led to a decline in arcade visits. Nostalgia keeps some arcades alive, but they are no longer as prevalent as they once were.

5. Miniature Golf Courses:

Mini-golf courses, with their whimsical obstacles and family-friendly appeal, used to be popular weekend destinations. However, the rise of digital entertainment has impacted their attendance. The allure of playing a round of mini-golf under the sun has faded for many.

6. Indoor Trampoline Parks:

Indoor trampoline parks gained popularity as a fun and active way to spend time with friends and family. However, the pandemic and subsequent lockdowns forced many of these parks to close temporarily. Even before the pandemic, the availability of home trampolines and virtual fitness classes reduced the need for indoor trampoline parks. People can now bounce and exercise at home or virtually, without leaving their living rooms.

7. Live Music Venues:

Live music venues, including small clubs, concert halls, and outdoor amphitheaters, have struggled due to changing entertainment preferences. While some artists and bands continue to perform, the rise of virtual concerts and streaming services has affected attendance. People can now enjoy live music from the comfort of their homes, reducing the need to attend physical venues. The pandemic also disrupted live events, leading to further challenges for the industry.

8. Public Libraries (In-Person Visits):

Public libraries, once bustling with readers and community events, have seen a decline in in-person visits. E-books, audiobooks, and online research resources have made it easier for people to access information without physically visiting a library. While libraries continue to offer valuable services, their role has shifted from primarily physical spaces to digital hubs for learning and exploration – and a place for latchkey kids to go and wait for their parents to get off work.

10. Shopping Malls

Once bustling centers of retail and social activity, shopping malls have faced significant challenges in recent years. Various technological shifts have contributed to their decline, including e-commerce and online shopping, social media and influencer culture, changing demographics and urbanization. Shopping malls are yet another place that parents are no longer dropping off the younger generation at for the day.

And if that’s not enough, here is a bonus one for you:

11. Diners, Malt Shops, Coffee Shops, Dive Bars/Taverns, Neighborhood Pubs (UK) and Drive-In Burger Joints

If you’re a child of the seventies or eighties, no doubt you probably tuned to watch Richie, Potsie, Joanie, Fonsie and Ralph Malph gather every day at Al’s. Unfortunately, many of the more social and casual drinking and dining places are experiences declines as diet, habit and technology changes have kicked in. Demographic changes (aging out of nostalgia) and the rise of food delivery apps and takeout culture have helped to sign their death warrant.

Conclusion

In the ever-evolving landscape of entertainment, video and streaming media have reshaped our experiences and interactions. As we bid farewell to once-thriving institutions, we recognize both the convenience and the cost of this digital transformation. For example, the echoes of strikes and spares have faded as digital alternatives replace the communal joy of bowling. As we navigate this digital era, let us cherish what remains and adapt to what lies ahead. Video may have transformed our world, but the echoes of lost experiences linger, urging us to seek balance in our screens and our souls. As these once ubiquitous gathering places disappear, consumer tastes change and social isolation increases, will we as a society seek to reverse course or evolve to some new way of reconnecting as humans in person? And if so, how?

What other places and/or activities would you have added to the list?
(sound off in the comments)

p.s. Be sure and follow both my personal account and the Human-Centered Change and Innovation community on LinkedIn.

Image credit: Pixabay

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References:
(1) Duwamish Drive-In was not really about the movies. https://mynorthwest.com/289708/duwamish-drive-in-not-really-about-the-movies/.
(3) How online gaming has become a social lifeline – BBC. https://www.bbc.com/worklife/article/20201215-how-online-gaming-has-become-a-social-lifeline.
(3) Social media brings benefits and risks to teens. Psychology can help …. https://www.apa.org/monitor/2023/09/protecting-teens-on-social-media.
(4) Frontiers | Social Connectedness, Excessive Screen Time During COVID-19 …. https://www.frontiersin.org/articles/10.3389/fhumd.2021.684137/full.

London Calling

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London Calling Braden Kelley

by Braden Kelley

I will be in London attending a reunion soon and have some availability May 15-17, 2024 if anyone would like to book a keynote, workshop, or advisory session while I’m there.

Are you looking to build a continuous innovation infrastructure in your organization?

Would you like to learn more about the Change Planning Toolkit?

Want to learn how to become your own Futurist using the FutureHacking™ suite of tools?

I’m also open to helping promote a get together if someone has a space in central London to offer up for hosting a Human-Centered Change and Innovation community meetup.

Contact me if you have interest in any or all of these!

p.s. Be sure and follow both my personal account and the Human-Centered Change and Innovation community on LinkedIn.

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Innovation the Star of the 2024 NBA All-Star Game

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by Braden Kelley

Eight years ago, back in 2016, I wrote an article titled What April Fool’s Day Teaches Us About Innovation about an April Fool’s prank played my alma mater, the University of Oregon involving an announcement that football games at Autzen Stadium would no longer played on artificial turf, but would be played on a giant digital screen instead. Here is the video:

It seemed preposterous at the time (2016) during the era of the technologically ancient Apple iPhone 7 and Samsung Galaxy S7 when the average LCD TV size according to Statista was only 43 inches.

Fast forward to February 16, 2024 and NBA All-Star Weekend in Indianapolis, Indiana and we saw the first ever basketball game of note held on a glass basketball court. But isn’t glass slippery when wet? Yes, but so is a heavily lacquered hardwood court – believe me I know from repeated spills during pickup basketball games. To help give it the traction of a hardwood court they’ve engineered thousands (or maybe millions) of tiny raised dots onto the glass surface.

Sports are always experimenting with various technologies, some of which don’t work out (like the tail following the puck on hockey broadcasts), and others which are executed so well that they enhance the viewing experience (first down yardage line in American football) or that most people don’t even know that they exist (advertisements projected onto the court in basketball television broadcasts that aren’t actually on the court but look as if they are).

So, how has this 2016 April Fool’s prank visualization evolved into a 2024 reality? What does it look like? Here is a video that will give you a sense of its capabilities:

First let me say this a pretty incredible technology that has definitely added to the excitement of this year’s NBA All-Star Weekend, but second I must also say that I would NEVER want to watch a regular NBA, college or international game played on a court like this because for me, sporting events are a time to unplug from technology, not be over-stimulated by it. But, for a special event like NBA All-Star Game Weekend or maybe the Harlem Globetrotters I think it makes sense.

How does this court make the leap from invention to innovation you might ask?

How does this court not find itself in the digital trash can next to the tail on the hockey puck?

The short answer is that scores well on my Innovation is All About Value framework. It creates value by adding value to the contest (skills challenge, celebrity all-star game), translates that value very quickly because it’s all visual, and the barriers to value access are non-existent for all but the visually impaired.

The court allowed the NBA to hold different games with different rules and lines on the same court without changing courts or making physical modifications. For example, the celebrity all-star game had a four point line (sponsored by Frito Lay) and at times the three point and four point lines even were actively moving. There was also a micro competition in game where three people ran to stars that appeared on the floor and shot and when they made a shot there a new star appeared and you could see over time which side of the court was winning because you could see which side had more stars. There was another moment where for a limited time the coaches faces appeared on the court and six points were awarded for each shot made from that spot. The dynamic nature of the game meant that you almost didn’t know what might come next – which was kind of exciting.

The integration of the court into the competition occurring upon it is what helps this technology make the leap from invention to innovation. But again, for me, only in special use cases like an All-Star game, an entertainment-based event or skills competition, but NOT for a pure competition use case where in my mind it distracts from the sport.

Here is a video of the skills challenge relay race – notice that the floor shows the player which way to go, but despite that Tyrese Maxey still goes the wrong way and has to double back. 😉

Then in the skills challenge passing team event the floor showed players where to stand and how many points had been scored at each of three targets. Again, it felt like part of the event and it allows the court to be instantly and uniquely re-configured.

And here are video highlights of the celebrity all-star game where you can see some of what I mentioned above:

So, what do you think? Innovation or not?

Image credit: NBA.com

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4 Simple Steps to Becoming Your Own Futurist

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An Introduction to the FutureHacking™ methodology

FutureHacking Foresight and Futurist Primer

by Braden Kelley

The starting point for becoming your own futurist is of course to first understand what futurology (or a futurist) is. Then we must also understand what strategic and market foresight are as well.

What is Futurology (or a Futurist)?

Futures studies, futures research, futurism or futurology is the systematic, interdisciplinary and holistic study of social and technological advancement, and other environmental trends, often for the purpose of exploring how people will live and work in the future. Predictive techniques, such as forecasting, can be applied, but contemporary futures studies scholars emphasize the importance of systematically exploring alternatives.

Source: Wikipedia

What are Strategic and Market Foresight?

Strategic Foresight is about combining methods of futures work with those of strategic management. It is about understanding upcoming external changes in relation to internal capabilities and drivers.
Market Foresight is about the consideration of possible and probable futures in the organization’s relevant business environment, and about identifying new opportunities in that space.

Source: Aalto University

Now we are ready to look at the four simple, but powerful steps to becoming your own futurist using the FutureHacking™ methodology:

STEP ONE: Picking the Signals That Matter

FutureSignals™ Radar & NowBuilder™ Canvas

Identify up to the eight most critical signals to monitor or amplify in order to look back, reach an innovation goal, describe them and capture for each signal what the status quo, small change and big change scenarios might look like – and which scenario is most likely.

STEP TWO: Mapping Signal Evolution

FutureSignals™ Radar Summary & Tracking

Summarize the most likely scenarios for up to the eight most critical signals along with their descriptions and whether you plan to monitor or amplify each. Use a tracking sheet to record changes in the signal over time – revisit and re-prioritize as needed.

STEP THREE: Choosing the Possible, Probable and Preferable Future

FutureCanvas™ & Picker (macro view)

Leveraging your FutureSignals™ summary, create a headline for an imagined future. Then capture the problems that have been solved, how society has changed, the new problems that may now exist and what we must do to shape the future. Rinse and Repeat.

STEP FOUR: Making Your Preferable Future a Reality

FutureSignals™ & FutureCanvas™ Action Plans (micro)

Leveraging your FutureSignals™ summary, create a headline for an imagined future. Then capture the key signals related to this headline, how the customer is changing and how the company must change in response.

These four simple steps to becoming your own futurist are accelerated by adopting the 20 new tools of the Futurehacking™ methodology that I have created.

“FutureHacking™ is the art and science of getting to the future first.”

It’s a methodology I’ve created that contains a suite of simple, but powerful tools at its core that will enable you to be your own futurist.

FutureHacking™ is designed to make foresight and futurology accessible to the average business professional.

Prototyping the Future

FutureHacking™ is a revolutionary approach that empowers cross-functional leadership teams to visually prototype the future and collaboratively create the roadmap and guideposts for manifesting your preferred, possible future.

FutureHacking Tool Collection

Why is Investing in Futures Research (or a Futurist) important?

Every stakeholder-responsible organization is compelled to realize its vision, execute its strategy, and achieve its goals – indefinitely. But, the future is uncertain. We cannot extrapolate that what has made an organization successful this year or last year will make it succeed in future years. Responsible organizations must invest in understanding the possible futures and realizing their preferable future. FutureHacking™ makes this investment much easier, cheaper and faster – helping you get to the future first.

“FutureHacking™ tools help you facilitate the future.”

Click the image to download a PDF flipbook:

Two Ways to Join the FutureHacking™ Ecosystem

Data and trend research partners to create service offerings as an input into the FutureSignals™ component
Futurists, consulting partners, and technology providers (interactive whiteboarding, etc.) to get FutureHacking™ certified and profit from the delivery of services to help people leverage the FutureSignals™, NowBuilder™ and FutureCanvas™ tools

One Way to Connect and Succeed

Contact me if you think you have a compelling partnership value proposition and subscribe to my newsletter below to find out when the certification program and facilitated off-site offerings are launched!

Image credit: Pixabay

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5 Essential Customer Experience Tools to Master

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5 Essential Customer Experience Tools to Master

by Braden Kelley

There are so many different tools that customer experience (CX) professionals can use to identify improvement possibilities, that it can be quite overwhelming. Because CX is a human-centered discipline, it doesn’t require a lot of fancy software to do it well. Mastering these five (5) tools will help you and your customers:

1. Customer Research

Go beyond surveys and purely quantitative measures to include qualitative research that helps you uncover:

The jobs your customers are trying to get done
Insights across acquisition, usage and disposal
Their most frequently used interfaces
Their most frequent interactions
Where customers diverge from each other on these points

2. Customer Personas (Go beyond the demographics!)

Include THEIR business goals
What they need from the company
How they behave
Pain points
One or two key characteristics important for your situation (how they buy, technology they use, etc.)
What shapes their expectations of the company

3. Customer Journey Maps

Make sure you map not only the customer touchpoints and pain points, but any points where lingering actually creates value. Focus each journey map on a single customer persona.

4. Service Design Blueprints

Uncover the hidden layers of a service’s true potential. Service design blueprints can become a visionary force to steer the course of exceptional customer experiences. Weave a masterful tapestry of intricate details into a big picture that creates a clarity of execution.

5. Customer Experience Metrics

Every customer experience (CX) leadership team must decide how to measure changes in the quality of their customer experience over time. This could be customer churn, first-contact resolution, word-of-mouth, CSAT, customer effort (CES), or whatever makes sense for you.

Conclusion

The right set of customer experience (CX) tools will enable you to create a shared vision of what a better customer experience could look like and empower you to make the decisions necessary to create the changes that will realize the improvements you seek.

Great customer experience tools will also help you identify:

The moments that matter most
The tasks your employees need the most help with
The information, interactions and interfaces that are most important to your customers
Where different customer personas are the same and where you need to invest in accommodating their differences
How to efficiently prioritize your CX improvement investments

Let us help you supercharge your customer experience!

Reach out to us at:

https://www.hcltech.com/contact-us/customer