Workshops for Strategic Planning
The Problem.
In response to federal CX priorities, and having seen the results of the CX assessment, the organization’s strategic planning team approached the CX team to identify opportunities to build CX targets into the agency’s five-year strategic plan.
The Process.
I planned and hosted a series of workshops with members of the organization representing each of the objectives from the strategic plan with the goal of embedding equity and customer experience into their strategies. I helped each objective team think about their end customers and what next steps the organization could take to improve customer understanding and increase CX adoption. I used a variety of human-centered design activities to elicit these ideas, which also had the added benefit of helping spread customer experience methodologies into many areas of the organization. I facilitated the sessions using MURAL, which allowed the attendees to think “outside of the box” and exposed them to an innovative tool they could adopt in their own ongoing CX work.
The Solution.
For the first time in the organization’s history, senior leaders included CX discussion in interviews and synthesized the findings to inform how to include CX approach in the strategic plan. The sessions helped the strategic planning team get a green light from senior organization leadership on its strategic plan draft.