Rising Expectations of Customers Requires a Design Mindset

Rising Expectations of Customers Requires a Design Mindset

Rising Expectations of Customers Requires a Design Mindset

The internet and social media have fundamentally changed the way that people interact. Closer communication, along with streamlined applications and website designs, have created a high ceiling for comprehensive design and simpler approaches. The expectations for customer-centric, usable solutions and intuitive technology are higher than ever before.

To meet these expectations, organizations can focus more on Design Thinking to drive innovation in the customer experience. This requires a gradual shift to a design mindset in how people approach their work – driving empathy and the ability to put themselves in a customer’s shoes.

One powerful technique that is core to Design Thinking and that helps spark creativity is visualization. The human brain seeks out visual ideas. We seek out numbers and data that have been thoughtfully presented.

As the Government sets out to re-invent its services and embrace innovation, those who provide its solutions can tap into the toolbox of designers. By visualizing solutions through information graphics and other techniques, Government clients can ‘see’ the solution ideas through experiments. The days of notebook presentations are gone. Visualization can include prototypes, videos, interactive workshops, and graphical facilitation.

 

This approach can enable experimenting with ideas before investing in large, costly solutions. Consider a bank introducing a new type of account to their clients. The bank could release a white paper with numbers and facts, explaining in detail the benefits of switching to their new account. This will resonate with some clients who think in these terms, but to capture a wider audience, that bank could create a visual model which evokes a client’s interest while simultaneously conveying the account’s technicalities. In this way, the company has delivered all the vital information in a memorable, comprehensible and meaningful manner. Creating this meaningful connection is equally important for the government, as is seeks to provide vital services to a wide variety of citizens.

As such, no human brain is wired to process solely either analytic or visual data, but a combination. So, take steps to adopt a design mindset and walk in your customers’ shoes… so you are ready to continuously meet and exceed their expectations.

About Arc Aspicio
Arc Aspicio is a management, strategy, and technology consulting firm that takes a mission-oriented approach to complex client challenges. As a rapidly growing company, Arc Aspicio has a bold strategy for 2016-2018 that drives growth through new capabilities in strategy, design, human capital, data analytics, information sharing, cybersecurity, and strategic communications. The company is known for a strong, collaborative culture that values gratitude – for its clients and its great team. And, #welovedogs! Follow us on Twitter @arcaspicio or learn more at www.arcaspicio.com

Blog Design Thinking

Contributors

* Arc Aspicio |

Arc Aspicio is a management, strategy, and technology consulting firm that takes a mission-oriented approach to complex client challenges. As a rapidly growing company, Arc Aspicio has a bold strategy for 2016-2018 that drives growth through new capabilities in strategy, design, human capital, data analytics, information sharing, cybersecurity, and strategic communications. The company is known for a strong, collaborative culture that values gratitude – for its clients and its great team. And, #welovedogs! Follow us on Twitter @arcaspicio or learn more at www.arcaspicio.com.

Lynn Ann Casey / Chief Executive Officer
info@arcaspicio.com
703.465.2060

Confessions of a Chief Strategy Officer

Confessions of a Chief Strategy Officer

I’ll admit it, I was a little smug. After more than 20 years in the consulting business helping clients develop, implement, and integrate their strategies, I thought… “how hard could it be to do the same things for my own company – a company of consultants?” I had the commitment of my leadership, a group of talented people, and a plan and resources to grow the company. We had energy and we had a great process and tools to successful. What could go wrong?

Exploring Trends in Strategic Workforce Planning (Attract, Engage, and Retain)

Exploring Trends in Strategic Workforce Planning (Attract, Engage, and Retain)

Federal agencies have been undergoing significant transformation, requiring effective workforce strategies that can assist them in facing increasing challenges. As government leaders look for and implement initiatives to improve performance, Strategic Workforce Planning, (SWP) has become instrumental in assisting organizations to focus on their most important resource: their people

#Innovate Your Heart Out: We See an Innovation Day in Your Future

#Innovate Your Heart Out: We See an Innovation Day in Your Future

Innovation is difficult to harness for organizations of all sizes (Government and private sector alike). Replicating a process to encourage and produce innovation is even more challenging. Innovating in a structured space and time seems counter-intuitive, and begs the question: can thinking outside the box be a structured activity? Arc Aspicio recently held an Innovation Day to answer this question.

A Unified Brand Helps Serve a Complex Mission

A Unified Brand Helps Serve a Complex Mission

The Department of Homeland Security (DHS), created in 2003, undertook the most significant reorganization of federal agencies since the Cold War. It brought together federal, state, local, tribal, and territorial agencies with a focus on securing the U.S. from threats in a collaborative way. DHS pulls together five complex mission areas: preventing terrorism and enhancing security; managing our borders; administering immigration laws; securing cyberspace; and ensuring disaster resilience.

Towards Preparedness and an Emergency Management Workforce of the Future

Towards Preparedness and an Emergency Management Workforce of the Future

Grit and determination. This is what the Federal Emergency Management Agency (FEMA) workforce is known for. After what is arguably the most challenging year in its history, the FEMA leadership called on the agency to enable the workforce through four elements: build, empower, sustain, and train. A key factor in creating a scalable, sustainable disaster response workforce is to foster a proactive culture, one focused on preparedness. A proactive mindset can create an environment that asks the “what if” questions that lead to more prepared response efforts.