Service Design Show Designing humanity at work / Marine Bucher / Episode #159
Here's something everyone knows but companies tend to ignore... It's tough to deliver a great customer experience when your employees are unhappy or unsatisfied.
So designing the employee experience is probably just as, if even not more, important than designing the customer experience. Someone who is a strong advocate for this is Marine Bucher, who has made it her mission to design humanity at work.
I sat down with Marine to talk about what it actually means to design the employee experience. In this episode, Marine shares some inspiring examples from her work. You'll also hear which companies are more open to investing in their employee experience and the common roadblocks that Marine has to overcome.
If you believe that a great customer experience starts inside your organization, then I'm sure this episode will inspire you.
--- [ 1. GUIDE ] ---
00:00 Welcome to episode 159
02:45 Who is Marine
04:45 Lightning round
07:00 Topic introduction
09:15 Relationship to employee experience
10:30 What does success look like
12:00 How do you get involved
17:30 What is at stake
21:00 Project example
26:30 Harvesting stories
29:30 Justifying the value
33:00 Who wants this
34:30 The roadblocks
38:30 How to get started
40:30 Making it sustainable
44:00 Biggest misconceptions
45:30 Getting buy-in
49:30 Lessons learned
51:00 Closing thoughts
--- [ 2. LINKS ] ---
* https://www.linkedin.com/in/marine-bucher/
* https://www.humankind.nz/blog/
* https://www.excellent.io/
* Reusabowl - https://www.reusabowl.nz/
* Setting Boundaries (book) - https://amzn.to/3y0Gtq8
* Designing for designers (video) - https://www.youtube.com/watch?v=R0D1pr0bgEQ
* including Assumptive persons and journey mapping - https://www.humankind.nz/documents/12/Good_Guides_-_The_Ultimate_Good_Guide_SOR86t5.pdf
* Stakeholder Analysis - https://www.forbes.com/advisor/business/what-is-stakeholder-analysis/
--- [ 3. CIRCLE ] ---
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