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Leadership Card 27 – What Looks Like Laziness…
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…Often isn’t laziness at all. It’s cognitive exhaustion. In other words, our brain gets tired.
Can you remember a time when you had a tough day at work? Maybe you were solving problems for your customers, which were long, difficult and varied, or maybe you were doing a report or analysis for your boss. And when you came home all you wanted to do is veg out in front of the television and not have to think any more. Your brain needed a rest.
Research has shown that when we’re working on things that require complex thought – problem solving, working around things, or deviating from our normal routine, it wears down our ability problem solve or think of complex things. So when people – whether they are your team or your customers – seem like they’re being lazy there’s a good chance you’ve just made their process too complex, and their brains are running out of steam.
It pays to make things simple and easy to use. Making things simple and easy to use means your team and your customers are more likely to do the thing you want, and do it more often.
Making things easy to use also helps people form habits around your product or service, as it’s easy to do and easy to come back to time and time again. And this is where Lean CX and the ease of use framework comes in. By reducing “waste” in a task – things like rework (having to redo something because of mistakes), waiting, not getting the right outcome, or having excessive hand-offs to many people or excessive steps, you are making things harder.
On the other hand, using Lean CX and making thing standard and repeatable, reducing the steps, making it impossible to make a mistake, making it visual so people know what to do first time, and checking in that people got what they wanted, all help make a process easier.
So I encourage you to think about the processes in your company, and how you can make them easier. The results you will see will be worth it.
Chat soon – David McLachlan
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