Category: user experience
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Top 10 Customer Service Issues
I ran a poll recently, asking my Linkedin connections to identify the top ROI priority for a customer service training programme. Customer retention and reducing complaints both gained a lot of votes. I thought it would be useful to create a top 10 list of customer service issues. I’m sure you will recognise many of them…
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The buzz of doing what you love!!!!
Last Friday we got to deliver 2 bespoke Forum Theatre workshops for an NHS Finance Department. And even after a full on weekend, I am holding on to the warmth, the laughter, the genuine enquiry, the excitement and the knowledge that we delivered something very meaningful. Importantly: – Our user research enabled us to script…
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Involve, Engage, Change
These 3 little words are a shorthand way of describing what we do. They are also our strapline. But what do they actually mean? And what are we doing when we involve, engage and change? Involve: The starting place is our user-research. Often, this will include one-to-one interviews and group discussions. These activities enable us…
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L&D December 2020 What Matters Now?
Back in June we did some research with L&D professionals to find out what was top of their agenda. Six months ago there were 3 consistent themes that emerged from our question What Matters? 1. Wellbeing of staff Top of the agenda was the health and wellbeing of staff and the desire for that to…
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Returning to Freedom (To Learn) #onlinelearning
One of the positives to come out of the last few weeks for me is the focus on learning. This includes conversations we had as part of our recent research: L&D June 2020 What Matters? Interviewees working in organisations who were previously resistant to moving to digital learning, were energised and excited about the changes…
