There’s such a tendency these days to measure all aspects of the customer experience. Measuring what’s happening doesn’t make the difference. Designing and adjusting the experience does!
One of my favorite techniques for getting people engaged is to have a graphic facilitator draw the conversation as it happens. When participants in a design session literally see what they are saying, their brains remember more detail and everyone quickly share the same mind’s eye picture of what’s really happening in the conversation.
I recently did that with a client in Europe and, with their permission, I’m showing you some of the session work.
The picture below shows the third workshop session (of four) in the day. We’re using the images created in the first two sessions to bring everyone up to speed. By pointing at the various elements on the paper, orienting everyone takes just a few minutes.
As a team, we work through the details and come up with ideas which the graphic facilitator records for everyone to see.
For the keynote session, the graphic facilitator also captured the flow of the conversation. Looking at both finished drawings helps everyone convert strategy into specific, actionable ideas without losing sight of the big picture (or the brand).
At the end of the day, we did a wrap up for the entire group. The graphic facilitator added color to the drawings, bringing emphasis to key points. We took pictures of some of the small elements and projected them on screen so even people in the back of the room could see clearly. As we walked through the presentation of the day’s work, we captured that story on video. It will be used in the field to energize the managers who couldn’t make it to the meeting and to inform the next detailed design session.
Jorn Nielsen (right) is the graphic facilitator. He’s based in Copenhagen and runs his studio, Creative Support, from there. He’s a joy to work with a great ‘mind’s eye’ interpreter. His ability to turn words into pictures people can use to remember complex chains of events and details is amazing.
Mike Wittenstein (l) and Jorn Nielsen (r)
So, the next time you’re doing an experience design project, find yourself a graphic facilitator so that others on your team can see what you say!