Leadership Card 30 – Make it Visual, Lean CX Model
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A picture is worth a thousand words. That’s what they say. Sure, it may be an old saying, and who knows where it started? But the thing is, it’s right.
One study found that adding pictures increased understanding and recall of information 98% of the time. So if you’re a leader and you want your people to do something, or if you’re a business owner or entrepreneur and you want your customers to buy something, making it visual is a huge part of them getting and retaining that information so they can do what you want.
Making it visual means taking your process from being hidden in someone’s mind, and writing it down or putting it on a wall so everyone can see it. Or better yet, taking that 1000 word report and turning it into one chart that people can easily and quickly understand.
The best websites have a user experience that visually guides their customers in the direction they want. The best software development teams have simple red or green lights when development environments are working or when they are not. Uber gave its customers a GPS map where you could see how many cars were close by to pick you up.
A picture is worth a thousand words. It is also around 1000 times faster at conveying the information you want, to the people you want.
Making things visible also brings clarity to your work and engagement to your people. When your team are uncertain of what they need to do, they are more likely to be disengaged and also more likely to not do the work – that’s what the research says. Making the work clear and the process visible goes a long way to improving your performance and your results.
What Can You Do In Your Own Work?
Is there “hidden” information you can make visible in your own work? Maybe it’s your best performing team member and how she does her work. Maybe it’s clarity on the next steps your customer has to take (or will go through) in their customer experience. All of these things are often hidden, and not clearly exposed for people to see, because it actually takes extra work for us to bring them out into the open. Most people won’t do it. But if and when you do, your team will be more engaged, and your customers will buy more often.
Chat soon – David McLachlan
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