An integrated modular approach to drive change in both mindset and actions | behaviour of customer, employees and partners. If you'd like to explore modifying these modules for your team, please contact me. My objective here is to drive behavioural change at your company is measurable. My purpose is to facilitate meaningful connections so we can, together, live impactful experiences. This is how we.

1. A New Way of Working
Bringing Together Purpose, Customer + Employee Experience &
Behavioural Change

2. M O D U LE I
P u r p o s e D i s c o v e r y +
T r i g g e r i n g
M O D U LE I I
E x p e r i e n c e D e s i g n +
A c t i v a t i o n
M O D U LE I I I
T o o l s , T e c h n o l o g i e s +
C a t a l y s t s
M O D U LE I V
P l a y i n g t h e I n f i n i t e
G a m e
M O D U LE V
S e r v i c e + B u s i n e s s
D e s i g n
M O D U LE V I
B e h a v i o u r a l
C h a n g e
Module Objectives, Outcomes & Activations
19-Feb-4 Bringing it all together.
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3. Module Objectives, Outcomes & Activations
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Bringing it all together.19-Feb-4
purpose discovery +
triggering
tools, technologies +
catalysts
experience design +
activation
• Alignment, consensus on what it is & isn’t, different from mission, vision, strategy
• Understand the business case for purpose (quantifiably & qualitatively)
• Explore case studies for inspiration & activation tactics
• Discover & articulate a specific purpose (exercise | workshop)
• Uncover activities to embed purpose, challenges & needed commitments
• Layout activation strategy to become a purpose led team and company
• Define what it is, isn’t and how we think about it wrong
• Demonstrate link between purpose and experience (+ brand)
• Uncover the types of experience: industry & delivery
• Define the transformation journey to transform- becoming customer centric
• How and when to use design thinking | business design in experience design
• Demonstrate canvases + maps: business canvas, value prop canvass, journey maps
• Demonstrate personas, empathy maps
• Layout case for investment in artificial intelligence, bots and machine learning
• Layout case for open banking, telco, etc.
• Link to project & programming management, governance and PMO
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4. Module Objectives, Outcomes & Activations
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Bringing it all together.19-Feb-4
playing the infinite game
behavioural change
service + business design
• Shift resources + attention to playing to win over the long term
• Understand the rules + players in infinite and finite business strategies
• Facilitate the long term success of the company, while managing short term pressures
• Establish strategic frame + principals based on the five requirements for infinite play
• Understand difference between service design and traditional product development
• Demonstrate the similarities between service design and other strategic approaches
• Provide tools + frames to think design
• Link agile and design sprints into the execution of service design
• Baseline participants on behavioural economics, neural (brain) science
• Explore three criteria for behavioural change and audit existing work against them
• Consider business case for behavioural economics
• Link to customer experience and employee behaviour
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