The People & Skills Pillar
The People & Skills Pillar emphasizes your organization’s commitment to cultivating a multi-disciplinary team dedicated to advancing an intelligent, people-led improvement program. This encompasses expertise in strategy, design, development, research, and persuasive communication.
The Individual Assessment Points
2.01 - Behavioural Research Expertise
2.02 - Data & Analytics Expertise
2.03 - Design Expertise
2.04 - Development Expertise
2.05 - Experienced Lead Strategist
2.06 - HCI & Persuasion Expertise
2.07 - Persuasive Copywriting Expertise
The Importance For Your Organisation
Behavioural Research Expertise
Investing in one-on-one user research, whether conducted internally or externally, is vital for any organization aspiring to be genuinely people-centric.
Specialists in behavioural research provide invaluable insights into the end-to-end customer experience, fostering a customer-centric mindset. This area of expertise is also key in understanding and improving the mental wellbeing of employees, as detailed within the Employee Wellbeing pillar.
Data & Analytics Expertise
Complementing user research with robust data and analytics capabilities is essential.
Advanced expertise in this area enables the extraction of deeper insights from customer experience data, leading to more informed and effective business decisions.
Persuasive Copywriting Expertise
The language used to describe your products and services significantly influences customer decisions. From social media and magazine advertisements to landing and product pages, effective communication shapes perceptions.
Organizations that prioritize persuasive copywriting gain a competitive edge, as this remains an often under-appreciated aspect of marketing.
Design Expertise
Designers craft the interactions and experiences that customers and potential customers encounter.
Engaging experienced design specialists who leverage both quantitative and qualitative data to inform new experiences (ideally in an open, collaborative team environment) increases the likelihood of developing products and services that positively impact user behavior and business performance.
Development Expertise
Investing in skilled development professionals is crucial for realizing the growth potential of a people-centric organization, especially in the digital realm.
Adequate development resources eliminate friction in user experience improvements and facilitate the creation of innovative designs with substantial commercial impact.
Experienced Lead Strategist
Beyond having a senior, influential champion, an organization requires an experienced lead strategist to spearhead the customer experience improvement strategy.
This individual oversees the customer experience roadmap, coordinates all involved divisions, and disseminates continuous data and customer insights throughout the organization.
HCI & Persuasion Expertise
Understanding the motivations behind user behaviors and decisions is crucial for any business aiming to enhance its customer AND employee experience.
Employing a range of techniques to engage, persuade, and delight visitors leads to exceptional customer experiences that encourage positive word-of-mouth.
