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Design For Ease of Use with Lean CX – Leadership Card 9

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A Simple Way To Improve Engagement

In the research Leadership Cards previously we’ve seen that a big part of getting where you’re going is having a destination in the first place.  It’s that old cliche, worn out but it’s true, of setting goals to have success in your business and your life.

But setting goals can sound boring, can’t it?  Instead, we could look at it this way – it’s not so much about setting goals as it is about getting stuff done.  And further to that, getting the right things done.  Setting a clear outcome, a clear destination for your team, puts them on the right path, gives them clarity in their work and life direction.

If you were a pilot taking off from an airport, you would want to have somewhere to go.  If you just flew round in circles for a few hours, you would run out of fuel and crash.  That’s what’s happening with your teams.

The research also showed that setting outcomes collaboratively, where you sit down with your team, choose tasks that suit their strengths, improved results by up to 35%, and in some cases more.

So make it clear!  As part of the Ease of Use framework, outlined in the book “The Lean CX Score”, you find your customers (the people you serve), find what they want, and outline the steps to get there.  That’s clarity.

Chat soon – David McLachlan

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