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I’m at #cx2019 today - a conference about ‘customer experience’. These slides are the crux of it for me. It’s about doing WITH, not FOR or TO. 
Also, really pleased that I’ve heard one of the speakers point out that ‘customer’ implies choice. 👌
‘Don’t ever hide from the data’ - share the data about services with residents. Transparency about performance data and what your working on is really important. #cx2019
‘If it takes more than one attempt to get something resolved, that results in a loss of trust.’
This is a pretty great slide which gels with the idea this is all about incremental continuous improvement - not a one time Big Bang project that gets ticked as done. ✅
Dark blue bars represents housing staff contact with residents. Lots of time spent wrangling with internal systems & meetings. Need to flip this around!!
AKA.. you can’t fix it if you can’t see it.
‘It’s about being fair and equitable to [residents]. About doing things that actually make a difference to them.’ #cx2019
‘Beware the middle class assumptions we have about residents. Map journeys of [residents] through services. Don’t just rely on surveys.’
(paraphrasing considerably) ‘The feedback loop is critical. Tell people what you’ve spotted, tell people what your changing, tell people what has changed.’ - really simple really. Make things open, it makes things better. 👍 #cx2019
Visualising data is really important to help people understand what they’re seeing - make it open & accessible for as wide an audience as possible.
Now listening to Camden Council’s systems thinking approach to designing services around what matters to residents.
An iterative approach to change. Study -> Test -> Make normal.
Important to get into the context rather than just addressing surface symptoms.
Residents really want and expect us to work across service boundaries. They get annoyed when they have to repeat their stories 12 times! The value of shared purpose - we are here to deliver the same service.
Systems thinking - what’s really going on at the heart of a problem?
Traditional approach to change VS Systems thinking approach to change. #cx2019
‘For leaders, part of this is unlearning before relearning. Assumptions about how services work vs real world experience of how they’re actually delivered.’
Post Sainsbury’s meal deal. This afternoon I’ll be listening to people talk about service design and the impact of the ‘4th industrial revolution’ on #ukhousing.
Some interesting talk before lunch about ‘chatbots’. General guidance, potentially useful for ‘transactional’ stuff. I think this requires *lots* of iterative testing and user research. Seems like it’d be oh so easy to create a badly designed maze of responses. #cx2019
At the ‘intelligent’ end of the chatbot spectrum, think we’ve also got to be super careful not to outsource human interaction where it’s actually needed and adds lots of value. #cx2019
Interesting slide from Halton Housing. Digital service delivery doesn’t mean less jobs, it means redeploying people where they can add the most value to the service.
Something that we’ve been chatting about today between sessions. Balancing trying to deliver a good service today whilst continuously building the service of tomorrow. Will take some reconfiguration (cultural/operational) of most organisations methinks. #cx2019
‘Interesting’ take from a supplier of a certain housing system. API’s are problematic. Integrations break. What you really need is to put it all in one place. 🤔
Of course, the answer to this is OPEN REUSABLE STANDARDS. 👍
Next up! Amazon Web Services.
AWS is the result of Amazon’s own development teams being unable to keep up with demand for new and emerging services & products.
Capital Expenditure VS Operational Expenditure. (Feels like we still fighting against this trend because... ‘sweat those assets’)
‘Cloud can’t do mission critical services’ - DVLA use AWS. Thats pretty mission critical. 👌
Small decentralised teams are nimble.
Amazon’s working backwards questions. Thinking outside in, not inside out. #cx2019
‘Deliver results - actually do what you planned.’ 👌
Next up... continuous improvement.
The benefits and limitations of surveys.
There is a balancing act between evolution and revolution.
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