Designing humanity at work / Marine Bucher / Episode #159

Here's something everyone knows but companies tend to ignore... It's tough to deliver a great customer experience when your employees are unhappy or unsatisfied. So designing the employee experience is probably just as, if even not more, important than designing the customer experience. Someone who is a strong advocate for this is Marine Bucher, who has made it her mission to design humanity at work. I sat down with Marine to talk about what it actually means to design the employee experience. In this episode, Marine shares some inspiring examples from her work. You'll also hear which companies are more open to investing in their employee experience and the common roadblocks that Marine has to overcome. If you believe that a great customer experience starts inside your organization, then I'm sure this episode will inspire you. --- [ 1. GUIDE ] --- 00:00 Welcome to episode 159 02:45 Who is Marine 04:45 Lightning round 07:00 Topic introduction 09:15 Relationship to employee experience 10:30 What does success look like 12:00 How do you get involved 17:30 What is at stake 21:00 Project example 26:30 Harvesting stories 29:30 Justifying the value 33:00 Who wants this 34:30 The roadblocks 38:30 How to get started 40:30 Making it sustainable 44:00 Biggest misconceptions 45:30 Getting buy-in 49:30 Lessons learned 51:00 Closing thoughts --- [ 2. LINKS ] --- * https://www.linkedin.com/in/marine-bucher/ * https://www.humankind.nz/blog/ * https://www.excellent.io/ * Reusabowl - https://www.reusabowl.nz/ * Setting Boundaries (book) - https://amzn.to/3y0Gtq8 * Designing for designers (video) - https://www.youtube.com/watch?v=R0D1pr0bgEQ * including Assumptive persons and journey mapping - https://www.humankind.nz/documents/12/Good_Guides_-_The_Ultimate_Good_Guide_SOR86t5.pdf * Stakeholder Analysis - https://www.forbes.com/advisor/business/what-is-stakeholder-analysis/ --- [ 3. CIRCLE ] --- Join our private community for in-house service design professionals. https://servicedesignshow.com/circle