Yesterday, I was at the Change Management Community of Practice (CoP) at Sheffield Hallam University (SHU). I was really pleased to be invited, although a little nervous because Claire and Katie from SHU had run a training session at our CoP in March and they had been a resounding success (they are a tough act to follow).
Attendees seemed to be genuinely interested in the process improvement work we have been involved with. Equally we identified some shared themes that present challenges for getting staff involved in process improvement activities (e.g. we don't have the time, we don't have a continuous improvement culture, it's hard to share improvements across different departments/faculties in the institution).
The main part of my visit involved me talking about how to Empathy Map. David Gray, author of The Connected Company and Gamestorming, is the man behind the empathy map. The use of empathy mapping started with web design user experience activities. Its purpose is to give us a fuller picture of a customer's experience rather than just relying on verbatim feedback. It can also be a useful tool to help us identify what we don't know about customers' experiences so that we can design surveys and focus group questions. I find it a really useful way of challenging my understanding of a process beneficiaries experience.