These 3 things can help you create a better experience for your customers and employees
1) Understand Decision-Making:
There needs to be a more systematic way to make decisions that are going to affect both your customers and employees.
-Think about how you rank and prioritize decisions (that matter), have you been more reflective and slowed your impulses and gut feelings down? -Have you thought about where, when, and how often a decision needs to be made (your customer using a service once vs. regularly or your employees getting something done at work when feeling stretched) -Do your customers and employees have all the information they need to make the decision? -Are you clear with the behaviors that need to be done? / are your employees and customers?
You need to design in a way that makes things easy for people (including yourself) - and you also need to be systematic and be able to work backward to know how decisions are made and the factors you included.
2) Understand Motivation:
Understanding the psychology of motivation is essential for great experiences. There are several popular theories of motivation that I think are useful, such as Self Determination Theory.
Self-Determination Theory, states that people's psychological needs are filled when they feel autonomy, competence, and relatedness.
You can design to address these needs for both your customers and employees - for example give your customers and employees the autonomy to set their own goals (and not those you think they should have)
3) Understand Norms:
Social norms are unwritten rules that govern behavior in a society or group. 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.
It's important to note that while social norms can be powerful tools, they can also be used in unethical ways. Therefore, it is important to be aware of the potential ethical implications of using social norms in any experience.
In summary
Gain competence in these 3 areas to create better outcomes for your customers and employees
-Understand decision-making Undertstand motivation Understand social norms
These are not the only things, but 3 good ones to learn and apply
What would you add?
👋 If you are new here, I'm Robert from Aim For Behavior- I write about behavior change, decision-making, innovation, and design.