Traditionally strategies tend to be progressed as continuous improvement. The requirement to select, design, shape and implement effective strategy is critical. A shift towards alternative and innovative thinking is needed, while challenging orthodox thinking. What’s needed are more strategic foresight, where the aim is to work out the best possible options and contingencies in advance, and less strategic hindsight, where the aim is try to work out what went wrong.
To shape and form strategic choices before the concrete sets, a particular construction is required for the organisation to expand the size of its initial information awareness field of view, enabling a greater range of information to be used to inform its decision phase by posing a wider range of choices. Creating an organic assessment process to keep looking for alternative perspectives as the chosen strategy unfolds. The high-end awareness helps to construct flowing strategic decisions.
The purpose of an undertaking to establish the client interaction points between various groups within the community. The aim is to highlight hotspots and gaps in the client experience in order to assist with developing a greater understanding of client interactions, services and products and how this impacts on the end-to-end experience.
- Identify who the users of the system are — what are the characteristics of the external clients
- Identify the trigger points — when and how do they interact with the organisation
- Identify any gaps that may interfere or hinder their ability to meet their obligations
- Identify some of the risks and issues
- Discover the possible areas of confusion for the clients, so pre-emptive measures can be created or anticipate reaction from the community
- Understand the client’s motivating factors and how these influence their behaviour when interacting with the organisation
- Identify the sort of activities that the different groups of the community may undertake
Activities undertaken in the form of:
- Journey maps
- User pathways
Conversations revolve around first hand accounts of interactions and experiences with regard to:
- Knowledge and awareness
- What do they feel
- Drivers pushing them to act
- Barriers stopping them acting
- Reality versus intention
Issues explored during workshops reveal certain behaviours occurring with the use of products and services that are not previously known to the business. Develop a greater understanding and insights to the community by developing gathering and extraction tools that combine the use of hard data, soft data and spatial data.
This is in the form of:
- Spatial data – made by connecting data about a theme with a spatial model of its geographic distribution
- Demographics – to assist in gaining an understanding about the differences between people in terms of their health, education, attitudes and employment patterns
- Soft data – the collection of information such as preference, concerns, contributing factors, etc, that over time reveal a long causal chain and demographic trends
- Hard data – what can be described with some specificity that is quantified over a period of time