Use Icons Instead of String on Your Finger

Short Term Memory Under Assault

We all need it. We all need improved memories. Our short term memory is sometimes under assault by the pressure of the moment. 15 seconds passes, then 30 and kablooey; the thought you had drifts away into the clouds. Thankfully, in moments like this, pencils, pens, crayons, the whiteboard, paper, sticky notes, or random scraps of paper are there to save us, that is, if we use them.

If we don’t go old school and analogue in these moments of inspiration, we’re likely to find our thought evaporated or morphed into something less stellar by the time we open our digital bookkeeper program du jour. I’m a fan of all things digital but when I need to keep priorities top of mind through the day or I need a scratchpad to jot that new inspiration on I use the Daily Flight Plan.

The Daily Flight Plan

Image of Daily Flight Plan on Gregory Olsons desk - Author of The Experience Design Blueprint - Delightability

I place the Daily Flight Plan under my mousepad and glance at it throughout the day. If I leave for a meeting, I’m likely to take it and place it in my notebook. I can be laptop lid down, phone off, pay attention to others and still have a sightline into my daily priorities and what’s next.

The Daily Flight Plan is a free tool.  Since I have a rolling 3 month calendar with week number on it, I update the Daily Flight Plan periodically. Print one out, use it, and see if your daily grind becomes a little more inspiring and a little less grind. You can read related blog posts on the Daily Flight Plan on the Big Idea Toolkit website.

About the Author

book image of The Experience Design Blueprint from Gregory James Olson - DelightabilityGregory Olson is a consultant, speaker, and author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. The icons at the top of the Daily Flight Plan are models from the book, namely

  1. the 3 legged stool reminds us to balance so that we can maintain a healthy person atop the stool;
  2. the 3 funnels that reminds us that no matter who our audience is our organization must be mindful that that audience is moving across 3 unique funnels and that our actions must help them; and
  3. touchpoints or where the organization interacts with the audience. At these intersections we have opportunities to surprise and delight but also avoid annoyance, reduce harm, improve memory, collect and inform, etc. For more on this read Chapter 7: Improving the Journey to learn how to create and apply filters, lenses, and levers to improve your customers (or members, investors, donors, citizens, etc.) experiences.

If your organization wants to improve its health and innovation culture while creating happier customers, then you owe it to yourself to read this book. Read the full color print edition or on any Kindle Reader App supported device using the free Kindle Reader application. Already read this book? Thank you, now learn more about Delightability or connect with Gregory on social media.

Focus Focus or Hocus Pocus

From Chapter 10: Bees and Raccoons in, The Experience Design Blueprint: Recipes for Creating Happier Customers and Healthier Organizations.

Focus Focus or Hocus Pocus

copyright bee image from The Experience Design Blueprint by Gregory OlsonAn illusion leaders often face is that people will heroically do the impossible while under continued pressure. The schedule never relaxes and more is piled on until finally bodies give out and minds fatigue. Bees are industrious, attentive animals but you won’t see a bee pulling an all-nighter. They work and then they rest. I’m not sure if they recreate like cats and crows, but it’s interesting to ponder what that might look like. The point is that nature always eventually wins. If you doubt that revisit the section on the wheel of life.

A balanced life doesn’t solely benefit the individuals concerned with maintaining a work life balance; it helps the organization, too. A healthy balance in the organization provides the capacity to:

  • consider and pursue strategic alternatives
  • form and then nurture effective partnerships
  • recruit and cultivate talent
  • research new capabilities
  • explore new opportunities
  • solve nagging old problems
  • develop and then support products and services
  • provide customers with remarkable experiences
  • be thoughtful in making and keeping promises to the various stakeholders

Similar to an individual, if your organization pursues too much with too little, performance suffers. The signs become apparent if you look for them. Execution gaps appear, conversations are not held, scheduled dates slip, personnel leave in search of better neighborhoods, customers defect, etc.

“One cannot manage too many affairs: like pumpkins in the water, one pops up while you try to hold down the other.” Chinese Proverb

If you’ve ever returned from a tradeshow, event, customer visit or vacation to find everybody too busy to hear what you’ve learned, then your firm probably lacks absorptive capacity. Simply put, the mental gas tank is full and cannot take in or effectively make use of additional information, no matter its significance. This is sad and all too common.

Slow Down in Order to Speed Up

Sometimes you need to slow down in order to speed up. Bees returning to the colony to perform their waggle dance are not ignored, cast aside because of an imminent release, upcoming event, or looming earnings call. People in your organization should not be ignored either, but they are routinely set aside, held up, marginalized, or encouraged to remain silent. This isn’t likely to be formalized, but recognize that it occurs.

No matter if your organization has 10, 100, 1000, 10,000, or 100,000 people, imagine the potential for all of those people to perform better together, always leaving a little time for an informative and effective bee disco.

Recipe #42: Practice Self Reflection

Reflect on your own style. Ask yourself if you are more like the conjurer that chants, “hocus pocus” before you pile more on the organization, or if you’re mindful of results and can be heard chanting, though sometimes silently, “focus, focus.” So, why do we struggle so much when all of this seems to be making sense? For that, let’s turn to Chapter 11: Barriers to Innovation and Overcoming the Wall.

About the Author

book image of The Experience Design Blueprint from Gregory James Olson - DelightabilityGregory Olson is a consultant, speaker, and author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. This excerpt is part of Chapter 10: Bees and Raccoons. If your organization wants to improve its innovation culture and empower high performing teams, then you owe it to yourself to read this chapter. Read the full color print edition or on any Kindle Reader App supported device using the free Kindle Reader application. Already read this book? Thank you, now learn more about Delightability or connect with Gregory on social media.

Mayor Holds Office Hours to Tune Into Small Business Owners

Being Connected is Not the Same as Being Plugged in

Being connected and plugged in are not the same thing. Think beyond technology and connectivity. Think of the Vulcan mind meld (RIP Leonard Nimoy) where you can effectively channel the thoughts of another. If you could do that with those you serve, you’d be plugged in to their needs. This always in touch state is one of the characteristics of having an effective promise delivery system, the invisible system by which we all make and keep promises. Every individual and organization has a promise delivery system; government is no exception.

Stakeholders are key

Promise delivery systems often break down from the start by failing to recognize one or more stakeholders. An easy example to pick on is most any publicly traded company. Plagued by short term thinking they often place shareholders first, ignoring other stakeholders like customers and employees that ultimately determine the health of the organization.

image of City of Los Angeles with small businesses of all types and sizesIn the case of local government the stakeholders often ignored are those that are under-served or have little voice or representation. It is easy to think of the mentally ill, or veterans experiencing homelessness because those audiences, while highly visible, are not highly vocal. In urban America, my home town of Seattle included, our street corners showcase this human suffering and the broken promises delivered from our government’s failed public policies. Imagine if the fire department never showed up to your burning home. That is what it must feel like for the marginalized stakeholders in our communities.

Imagine if the fire department never showed up to your burning home. That is what it must feel like for the marginalized stakeholders in our communities.

image of coffee shop meeting - ch 14 world of work has changed in book the experience design blueprintThere is another audience that is underrepresented, and is often similarly ignored, taken for granted, and largely invisible to government, namely small business. You hear it often, that small business is the backbone of the economy. Small business creates more jobs more quickly while large organizations may continue to shed jobs, bolstering profits and earnings along the way to their short term utopia. Small business owners are usually so busy working that they too join the ranks of the invisible and marginalized. This is especially true of small businesses that have no storefront, operate virtually, often invisible to the public, and out of mind of city government.

An Inspiring Leader Connects with Small Business Owners

image of official seal of the city of Los AngelesSo, I find it refreshing and impressive that Mayor Eric Garcetti of Los Angeles, California holds office hours with small business owners. Providing access to small businesses sends a message that small business is a key stakeholder to the health of the Los Angeles community and economy. Holding office hours with small business owners also helps the mayor stay in touch with the changing external environment that might be more readily detected from the perspectives of individual small business owners. These “eyes and ears” around the city serve as sensors in the ground helping to keep informed, the city’s promise delivery system. With this information the city can shape and shift strategy and be more mindful of the promises made to the small businesses that call it home.

Conversations in Your City

How about in your city? Are small businesses included in the conversation? If you are in city leadership, are you holding office hours? Are business of all types and sizes equally welcome? What “sensors in the ground” are you establishing in order to keep informed? And, once you are informed, how do you apply the learning (doing the Vulcan mind meld) across various departments so that the city demonstrates a well coordinated promise delivery system that keeps attuned to the small business community and business landscape in which they operate?

About the Author

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINTGregory Olson is a consultant, speaker, and author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. Chapters in the book that especially pertain to this post include: Chapter 8: The Promise Delivery System; and Chapter 9: The Neighborhood. Read the full color print edition or on your Kindle Reader App supported device using the free Kindle Reader application.

Four Great Resources for Humans in a World of Work That Has Changed

Sushi Thai Seattle closed - middle class income disappearing in world of work that changed - DelightabilityThe World of Work Has Changed
The world of work has changed and it isn’t coming back as we once knew it. Once we accept these structural changes as individuals, organizations, and as a country we can go about our business to maximize opportunities for Americans to make a living, make a difference, and make an impact. Full employment for those that want it should be a national goal and priority for any great nation. But, sadly this isn’t part of our national conversation and it certainly doesn’t dominate the media headlines.  SushiThai Seattle, a place I enjoyed in my neighborhood recently closed. Your community has probably felt similar closures. Each restaurant closure or other business that shutters their doors, citing a lack of demand is a symptom of our world of work that has changed. Incomes of many ordinary workers have been decimated. This is a solvable problem if we think differently and work cooperatively.

office building world of work has changed - Delightability

Few Are Insulated in a World Changed
Whether your office is on the 70th floor, in a basement, in mahogany row, cubicle bay, the kitchen table, the operating room, the local coffee shop or a coworking space, you have to agree on this: The world of work has changed. Of course it has, because the world has changed. If you don’t see this, then you are not looking very hard or you are very insulated.

Three Major Forces Changing the Nature of Work
There have been three major forces in play for a while now that continue to shift the nature of work, employment, jobs, careers, etc. They are:

  1. industry consolidation;
  2. advances in technology;
  3. and trade policy.

And yes, there are other forces at play as well like accounting rules, tax policy and loopholes, and plain old fashioned human and corporate greed. But, I’ll leave those discussions for another time.

The Great Costs of Being Idle
Aside from the very visible restaurant and store closures, the ramifications of sidelined talent and organizations unwilling or unable to engage talent is decreased innovation, stalled human progress, and stymied organizations. Problems persist and opportunities go unaddressed. That means more broken experiences and poor service quality for us as consumers, citizens, customers, members, owners, passengers, travelers, etc. For those courageous leaders that do move forward, new possibilities await, in terms of products, services, market share, new ventures, brand loyalty, consumer habits, partnerships, etc.

Stop Waiting and Start Creating
But, you can’t mind meld with your future self or look through the prospectiscope and see future possibilities very clearly. When we do look forward, we tend to actually obsess on looking backwards at earnings, GDP, and the stock market. It is very easy to get quickly trapped by history, paint the future with the past and not see new possibilities. If you rewind the clock to look at iPhone sales and Android devices before those had been invented you’d see zero, 0, zed, nada. No revenue, no profit, no possibilities, especially if you were in an industry or market that was displaced as a result of the more open marketplaces that both of those ecosystems enabled. How wrong you’d be today. But, in your own industry, you may also be wrong. What if you are? How costly will that be?

It takes a special mindset to see what what you are not looking for.

Bigger Thinking is Needed for Larger Possibilities
Steve Jobs had vision. The Open Handset Alliance that collaborated to bring us the Android operating system had a vision and purpose. Kennedy’s man on the moon speech sparked a nation to action. Hundreds of thousands of jobs across a range of industries and institutions were the result. That would be a whole lot of employment today; it was an even larger percentage of workers in its day given there were fewer workers. We benefit from innovations of that era, to this day. Imagine the possibilities of our collective future if we only nudge our attention in the right direction. Imagine if the corporations sitting idle on a collective $1.95 trillion offshore were to put that money to innovative and good use in local communities, the nation, and in the world. Oh, the possibilities.

Each of Us Has a Role to Play in Our Collective Future

Whether you are an independent worker today, become one tomorrow, or hire independent workers, here are four resources to hopefully inspire and educate you on a World of Work that has forever changed:
image of The State of Independence in America report from MBO Partners - World of Work has Changed - Delightability1) The State of Independence in America report from MBO partners is a treasure trove of facts and figures that are sure to educate, inspire, challenge, and maybe even validate some of your observations and experiences. Chances are you won’t simply have a J-O-B as most have been accustomed to in the past. And, you won’t solely interact with others that have J-O-Bs. If you look around, you’ll notice this to be very true already, and getting more true.

Freelancers Union A Federation of the Unaffiliated smaller - The World of Work Has Changed - Delightability2) Freelancers Union is a website dedicated to being a Federation of the Unaffiliated. Founder and Executive Director, Sara Horowitz, participated in a panel discussion with Darren Walker, President of the Ford Foundation and President Bill Clinton, among others on June 24th, 2014 at the Clinton Global Initiative in Denver, Colorado. Sara represented the humongous and growing collective of freelancers and independents working in America. This is very important since most of these people are largely invisible. They don’t show up in unemployment or under-employment numbers. By the Bureau of Labor Statistics own admission in their Technical Paper 66 – Design and Methodology of the Current Population Survey, “The labor force concepts and definitions used in the CPS have undergone only slight modification since the survey’s inception in 1940.” Ah great – so basically the methodology for measuring labor force participation was invented shortly after the great depression and has yet to embrace a new reality that includes the internet, mobile phones, co-working spaces of all shapes and sizes,  liberation from land based telephone lines, social networking, etc. This is very wrong and why at Delightability we’ve taken a step in a new direction with number 3 on our list.

Please Count Me - Human Centered Community Project for Americans to Self Report Employment Status - Delightability3) Please Count Me is a community website for Americans to self report their own employment status whether fully-employed, super-employed, unemployed, or under-employed. This is a human centered community project we started at Delightability to shine a light on some of the structural changes in this country and the need to have a better conversation, reduce ignorance and rhetoric, and hopefully affect policy and lawmakers to do the right thing for the entire country not just the wealthy and influential that finance campaigns. Add yourself to the workers in more than half the states that have already added themselves to the count. Read the alternative jobs report.

book cover image - The Experience Design BLUEPRINT  by Gregory Olson of Delightability 4) Another resource is my book, The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. Aside from practical tools, exercises, and recipes that can be applied to any size and type of organization, the book specifically has a chapter with prescriptive guidance for large business, small business, underemployed, unemployed, coworking spaces, congress and other policy makers to work cooperatively toward full employment, human progress, and reaching our collective potential.  See Chapter is 14. The World of Work Has Changed.

Continue the Conversation
While these four resources I shared are US centric, my friends in Spain, the Netherlands, Canada, The United Kingdom, Germany, Hong Kong, Australia, and other countries will no doubt be sparked by localizing the concepts in these resources as well. Comments are closed here but please email me or message me on LinkedIn, Twitter, or Facebook with other resources you find inspiring. Thank you Sabine for making me aware of 400 Euro “mini-jobs” in Germany. More on that in a future post.

3 Easy Lessons from a Home Furnishings Company that Gives a Damn about the Customer Experience

With so many broken and bad experiences and leaders indifferent to correct them, it is truly refreshing when you encounter an organization that breaks free from the herd. I recently encountered, or rather re-encountered, an organization that left me with a very positive brand aftertaste.

Although I’ve walked, biked, and driven by the Room&Board home furnishings store several, OK – hundreds of times, since its opening in my Seattle neighborhood, I’ve never given it much notice. This is partly because I miss the Barnes and Noble bookstore that previously occupied the space, but mostly because I already have a house stuffed full of furniture.

room and board catalog cover image

My numbness to their brand recently began to take shape though. After skimming through their catalog I received in the mail, I landed on the back page. It was here, that made all of the difference. It takes a special kind of company to offer a guarantee that doesn’t expire with hard time bound rules. Room&Board is such a special company. I’d be inclined to visit the store when I find myself in furniture shopping mode again. Here is why:

Our Guarantee
When you shop with Room & Board, you’re also buying the assurance that we’ll be here if you need us. There are no strict, time-limited warranties. We stand behind the quality of our products and the prices we charge. If you’re not completely satisfied with your purchase or any part of your experience, just let us know. We’re here to help.”

room and board catalog back page guarantee image

On the website they go on to explain, “We know that buying furniture for your home is more than just a financial decision. It’s also an emotional investment. From the first sketch to the final product, we work directly with the people who build our furniture, eliminating the middleman and saving you from unnecessary mark-ups. These relationships allow us to bring you the perfect combination of quality materials, craftsmanship, design and price.”

There are 3 immediate lessons to take away from this that you can apply to your own organization:

  1. Some interactions will have more impact than others. For me in this instance, it was a message on the back of a catalog received in the mail. Do you know which touchpoints and channels matter the most to your customers and prospects?
  2. Purchasing decisions are more complex than being purely economic. An important dimension to purchasing decisions is emotion. Room&Board recognizes that customers are making an emotional investment. Do your customer interactions and communications reflect the three dimensions of value (emotional, functional, economic) or are they stuck in a pattern that still believes customers are inherently ruled by logic and reason?
  3. A customer experience philosophy can guide an organizations response, communications, product roadmap, strategy, operations, etc. Does your organization have such a customer centered philosophy to guide you, or are you solely ruled by profits, margins, growth, and share price?

Please reflect on these lessons and this story, no matter the size, type, or shape of your organization. You are slowly becoming either more or less relevant in world full of customers that continues to reward brands and organizations that give a damn about the customer experience. The size of your organization and tenure do not provide you with any immunity from providing bad or broken experiences.

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINT

For more guidance and self help read my book or reach out if you’d like some help. We’d love to help you build an enduring brand that matters.

Greg Olson is the author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. See the Book and Author Summary PDF or find the book on Amazon.

Your Busy Program is Running You

This is a message to leaders everywhere. Perhaps you lead a major corporation, a startup, a non-profit, a small business, or a government agency; it really doesn’t matter, the message is all the same.

Signs that you are moving too fast - delightability - experience design blueprintEnough! We’ve all been running the busy program, or rather, the busy program has been running us. It’s a bit like driving down the highway, but going too fast to read the signs passing you by. The symptoms vary but may look like: vacations become working vacations; you’re never “off” the clock; there is no time to relax and even in your “idle” time your busy planning your busy time.

The trouble is these “highway signs” you can’t read in your life as your forging full speed ahead are actually opportunities passing you by. One sign that you missed might have said, BIGGEST INNOVATION OPPORTUNITY. Another might say YOUR DAUGHTER NEEDS YOU. Most people never slow down, in order to speed up, that is until they have a personal crisis. For some, that might be a heart attack, death of a loved one, cancer, divorce, or the recognition that your family no longer recognizes you.

It’s time to WAKE UP! You can choose to stop running the busy program at any time. You don’t need a crisis to have a new consciousness.

“It is not enough to be busy. So are the ants. The question is: What are we busy about?” Henry David Thoreau

Ask yourself what would you do if you had 10 or 20% more capacity? And what about those you lead and interact with. What if each of them had 10 or 20% more capacity?
What if that capacity were used to be creative, what would that look like in your organization? What if that additional capacity were put to use solving those persistent, nagging, seemingly unsolvable “wicked” problems. What if that capacity were nobly
consumed to live a more healthy lifestyle, or to be more balanced between work and family or personal life? Imagine the kids and Fido seeing more of mom or dad. What if each person WASN’T doing 2 or 3 jobs? What would that mean for your organization? For each of your employee’s experience? For your customer’s experience? What about for the economy?

As you return from this Sunday, whether that was an Easter Sunday for you, or any other Sunday, ask yourself, what if? But, then as soon as you are done asking, do something about it; for you and for those that around you. Chances are, if you are running the busy program, you never saw this message, at least not until somebody that cared, forwarded this  post to you.

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINT

Greg Olson is a business coach to leaders and the author of The Experience Design BLUEPRINT:
Recipes for Happier Customers and Healthier Organizations. Chapters in the book that pertain to this blog post include Chapter 8: The Promise Delivery System and Chapter 14: The World of Work has Changed. Read it on Kindle or any device using the free Kindle Reader application.

CVS Pharmacy Writes Future by Saying Good Bye to Cigarettes

Bravo to CVS for their Decision to Stop Selling Tobacco Products

Some think it to be a poor decision that will harm earnings and inconvenience customers. If we were living in a different time, with different knowledge, and CVS was scrapping by needing to sell anything in order to put food on the table, I’d agree. But, this isn’t the case. Healthcare has become more complicated, competitive, and future focused. Meanwhile, CVS has become an integrated pharmacy company with a wide and growing breadth of capabilities. Punching customers in the face and then offering to dress their wounds isn’t consistent thinking and it isn’t good business. With smoking being the leading cause of premature disease and death in the United States and it exacerbating other conditions like hypertension and diabetes, it no longer makes sense for a healthy-human centered business to continue supporting such a deadly habit.

A Polarizing Decision
The decision to stop selling cigarettes and tobacco related product is polarizing. CVS customers that smoke will now likely shop elsewhere for cigarettes and other needed items as well. But, the nonsmoker audience that already eschewed tobacco products will likely see the company as more committed to its promise of helping people on their path to better health. This change actually frees up CVS from conflicting and confusing messages as they begin to offer smoking cessation therapy and engage on a national smoking cessation program.

A Courageous Decision
It is as though CVS is saying, “If you want a serious pharmacy that is interested in making and keeping people healthy, then come to CVS. But, if you demand a nicotine fix from your local pharmacy in addition to making other purchases, then please shop elsewhere.” Saying something IS saying something. CVS will likely attract a multitude of new customers who believe that taking a stand against smoking, is taking a stand towards healthier communities.

“We’ve got 26,000 pharmacists and nurse practitioners who are helping millions of patients each and every day,” said Larry Merlo, the chief executive of CVS Caremark.

In my book, The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations, one of the recipes I share is especially relevant to this story. It is also relevant to every organization you’ll ever be a part of.

From the book:
Recipe #3: Write the Future You Want
Create the stories that you wished customers would retell. Write these down. In Chapter 7: Improving the Journey, you’ll learn some tools and techniques to intentionally design these new customer journeys.

Imagine the powerful stories told by the millions of patients that are helped by the 26,000 pharmacists and nurse practitioners serving across 7,600 CVS stores. Stories about managing high blood pressure, high cholesterol, diabetes, kicking the smoking habit, getting flu shots, alleviating symptoms, managing diseases, etc. In short, stories about getting healthier, being more comfortable, and managing diseases throughout our human journey.

With customers (patients) at the center of focus and with the future in mind, opportunities abound. CVS and its stakeholders can design new services that win the hearts and minds of customers, increase employee engagement, more than offset the lost revenue from cigarette sales, and ultimately lower the cost of healthcare. But, the product to cut or shape shouldn’t begin and end with cigarettes alone. Fully embracing Recipe #3 will have CVS moving toward a future where other current products are scrutinized and similarly dropped, while other products might be newly introduced. Again, it all depends upon the stories we wish our customers to recall and tell others.

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINTGreg Olson is the author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. See the Book and Author Summary PDF or find the book on Amazon.

Would You Have the Courage to Sound the Alarm at Pearl Harbor or in Your Organization?

Would You Have the Courage to Sound the Alarm?
Did you feel that? Something just changed. There it is again. You see it that time? OK, so you missed it this time, but will you sense it next time? And, if you do, will you do anything about it?

Sometimes a failure to confront reality has no impact. Time innocently advances and things seem to go on as normal. After all, you don’t see the thing that you’re not looking for. And, if it isn’t noisy or disturbing enough, it doesn’t punish you for not noticing.

Lessons from Pearl Harbor
This wasn’t the case on the morning of December 7, 1941 at Opana Point, Hawaii. Here at 7:02 in the morning, privates Joseph L. Lockard and George Elliot had been monitoring the mobile radar unit and noticed a large blip, more like a curtain, on the radar screen. When George reported what they believed to be approaching aircraft, to the information center at Fort Shafter, the United States Army Pacific headquarters, they were assured “not to worry.” The large blip on the new radar was reasoned by the commanding officer, lieutenant Kermit Tyler, to be Army B-17 Flying Fortress bombers that were scheduled to arrive that morning. But, Tyler’s prediction was deathly wrong as Pearl Harbor was under siege less than one hour later.

Some of the lessons of the Attack on Pearl Harbor are resoundingly clear:

  • Early warning systems can alert you to trouble, but only if you trust what you are are sensing
  • The chain of command can sometimes prevent the truth from surfacing
  • Consequences of inaction can be debilitating and devastating

You don’t have to be in the military for these lessons to apply.

Is your organization making these mistakes?

  • Your organization ignores warning signs and stories shared by employees, customers, and partners. Some people may be labeled as “alarmists”.
  • Your culture restricts or retards the flow of information across functional areas as well as up and down levels of the organization
  • Decisions made are protected and unable to be changed or even informed
  • As the world outside your organization continues to morph, your company further solidifies its inside-out viewpoint; the strategy drifts from a marketplace reality

Signs of decay within the organization
An organization that makes these mistakes can lose market share to more courageous and thoughtful brands that listen and attempt to understand customers. When customers defect it’s rarely about price. People give allegiance to brands that better understand them and deliver customer experiences aimed to win hearts and minds not just profits. But, perhaps as bad, when leadership and the culture within a company commit these offenses the organization becomes crippled and is unable to effectively collaborate across the silos it has created. Information even if it is seen is not absorbed into the knowledge of the organization. There is no rally around the truth. Competitive attacks occur and with greater frequency and intensity and employees further disengage. Problems seem too big to solve and outside of their domain or department. The cycle seems to get worse with each new plan, new launch and new initiative. Customers and employees suffer, but so does the overall health of the organization. When this happens you’ve built a lumpy snowball.

The Curse of the Lumpy Snowball applies to you whether you are an army of 10 or 10,000 or more. No organization is immune, not the government, small or large business, non-profit, budding entrepreneur or neighborhood association in your community.

In my book, The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations, I introduce the Promise Delivery System, a visible closed loop system that revolves around an intended audience and includes four major components:

  1. Develop Strategy
  2. Produce & Deliver
  3. Insights & Validation
  4. Apply Learning

Among other things, the promise delivery system shows how to adjust your strategy based on changing conditions, so your organization’s promises can meet and exceed your audiences’ expectations. Making the organization’s promise delivery system visible helps people to collectively stay on track, employees to be more engaged and know how ideas fit, and to understand how to improve the organization, its offerings, and how it communicates.

With a fully functioning promise delivery system all of the organizations’s stakeholders become the collective everyday intelligence that prevents the need to sound the alarm or declare a state of emergency.

About the Author

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINT

Gregory Olson is a consultant, speaker, and author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations.

Connect with Greg on Linkedin, Facebook, or Twitter.

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Exercises and mental models in the book will build your confidence and competence in envisioning better possibilities and then making them come true, whether you are working alone or alongside a team. Chapters in the book that especially pertain to this post include:

  • Chapter 1: What Makes and Experience?
  • Chapter 6: Aiming for Remarkable, Unbroken, and Generous Design
  • Chapter 8: The Promise Delivery System
  • Chapter 11: Barriers to Innovation and Overcoming the Wall

See a book summary. Read the book reviews on Amazon. Read The Experience Design Blueprint on Kindle or any device using the free Kindle Reader application or read the full color print edition.  Already read it? Please connect and let me know.

When Your Organization Becomes a Leaky Boat?

Boats in Port of Everett by Greg Olson from DelightabilityWhether you are the chief executive officer or the newest and lowest ranking employee, you’re often faced (like right now) with a leaky boat. You have a choice to make.

If you are the chief, then you can delegate or trust that others will take care of the problem. You can get involved directly. You can ignore the problem, because you have more pressing matters to attend. Or, you can empower your people to take care of this leak and all future leaks. But, do your people even care?

With employee engagement low and sinking lower, employees have choices to make, too. As an employee, you can abandon the boat. You can choose to fix the leak, even though it might not be your job or the responsibility of your department. You can wait for the boat to fix itself or hope that someone else will. This bystander effect has long since been proven in experiments that most people will simply wait for others to take action; the more people present, the more inaction. You may also choose to ask somebody else to fix the leaky boat. But, chances are, as an employee, you probably don’t care all that much since it isn’t really your boat to fix. Simply put, you aren’t that committed to this boat.

In times of natural disaster people from different walks of life can more easily shed their biases, titles, and beliefs in order to cooperate toward mutual survival and comfort. We need to be able to get to the same level of cooperation in the workplace, short of an actual disaster. The world of work has changed. There has been a flight to values. Too high of a percentage of the people I interviewed for my recent book, changed jobs before my book completed. Organizations continue to shed people like dirty gym clothes and employees, conditioned by the new normal, have recognized that the number of people looking out for their interests can be counted on one finger. So, at the first sign of smoother waters elsewhere, they head for another boat.

If you want to increase engagement and build a better innovation neighborhood inside your organization, then you’ll need new mental models and new conversations. You won’t accomplish much with a leaky boat. For far less than the price of your next non-productive meeting you can pick up a copy of my latest book, the Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations.

You can read the The Experience Design BLUEPRINT book by Greg Olson shown across screensKindle formatted book on nearly any screen, even in a browser, using the free Kindle Reader Apps. Even if you cherry picked only a few of the 56 recipes and 25 examples to learn by and apply to your business, you’d be well ahead of where you are today. Learn how to be more like bees, and less like raccoons. Discuss how you can emulate a better neighborhood. Make your Promise Delivery System visible. Intentionally design the experiences of internal customers so that together, you can win the hearts and minds of external customers.

Be courageous and start a new conversation; to benefit yourself, your people, your customers, and ultimately the entire organization. Tomorrow there will be new leaks; I promise you that. I only hope you’ll be prepared to handle them.

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINTGreg Olson is the author of The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. See the Book and Author Summary PDF or find the book on Amazon.

New Book Now Available, The Experience Design BLUEPRINT

The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations

Dear Friends,

Today, we are proud to announce the publication of a new book, The Experience Design BLUEPRINT: Recipes for Creating Happier Customers and Healthier Organizations. This highly visual book is chock full of 78 images, new mental models, and 56 recipes that you can immediately apply to your own organization, no matter your title or role.

It doesn’t matter where you sit in the organization, happier customers and a healthier organization should be front and center in what you do. But, chances are your mental models and conversations are hangovers from the industrial era. And, that prevents you and your organization from living up to your potential. If you have the courage to stop accepting mediocrity and to do something different, then The Experience Design BLUEPRINT is your actionable practitioner’s guide that can supercharge your team -whether you are an army of 1 or 1000’s.

The first section of the book is about making the invisible, visible. The aim is to see experiences, the organization, and its stakeholders, in a new light. With new eyes, you can envision promising possibilities for your customers, the organization, and those who serve within.

“The real voyage of discovery consists not in seeking new landscapes, but in having new eyes.” Marcel Proust

The second section of the book is about making those possibilities come to life. It is about transformation and building an innovation neighborhood amid a world of work that has changed. I’ve also revealed the psychology at play and barriers that work against you reaching your intended destination. The second section of the book has more recipes, more models, and examples that will help you have more productive conversations and create a clear path forward so you can feel less argh and more aha!

I’ve done my part by writing the book and sharing models, examples, and step-by-step instructions for how to design new or repair existing experiences. Using nature and neighborhoods as inspiration, I’ve also provided a practical path forward that is equally relevant to the grass roots start up, the business on main street, or the government agency or large enterprise that struggles to remain relevant in an age of relentless change. No matter the size or type of the organization, the contents of this book apply to you as a human and a citizen of the planet.

Experience Design BLUEPRINT book purchase badge for amazonNow it is time for you to do your part. By reading this book you’ll better understand why you feel the way you do about your own experiences as a customer, an employee, or leader. But, more than that you’ll also better understand how you can shape the experiences of those around you and contribute towards building a more healthy organization and innovation culture. Read a sample of the book. Better yet, invest the equivalent price of 2 cups of coffee and purchase the book. Indulge, get lost in new possibilities, and change your world. Your customers and those serving alongside you will thank you. I thank you too!

I truly hope you enjoy the book, spark new insights, and make a bigger impact in what you do. Oh yeah, one last thing. The book is available in full-color print and also in electronic format, readable on nearly any device. Aside from the various Kindle devices, you can read the book using the free Kindle reading apps available for computers, tablets, smartphones, web browsers.

I want to share this book far and wide, to reach as many people as possible. Please help to spread the word via Facebook, Twitter, LinkedIn or whatever medium you prefer.

smiley face for signature - Greg Olson Delightability LLC.

Very Sincerely,

Gregory Olson

about the author

Gregory Olson’s latest book is L’ impossi preneurs: A Hopeful Journey Through Tomorrow, a light-hearted and deadly serious book about a brighter future where we live more meaningful lives, governments invest in people and sustainable progress, and technology serves humans. Greg also authored The Experience Design Blueprint, a book about designing better experiences and then making them come true.

image of Greg-Olson-Managing Director of Delightability and author of Experience Design BLUEPRINTGregory Olson founded strategy and design firm Delightability, LLC. with the belief that if you delight customers then success will follow. He believes that we all have the potential to do better, as individuals, organizations, and communities, but sometimes we need a little help.  Gregory also serves as a volunteer board member for Oikocredit Northwest, a support association for social and impact investor, Oikocredit International.