Dave Snowden’s Blog

Light weight and then plain wrong

25 Feb 15 · 5:01 pm

Juse to be clear, the opening picture is not intended to represent the human brain. Now in my wildest dreams I would not have believed it possible for anyone to assert it did, but that nightmare was realised today.   Having delivered a workshop on knowledge mapping yesterday I had the day to catch up on email and also to tune into the conference before speaking first thing tomorow.  I decided to go to the opening keynote by an Australian speaker which advertised itself as providing insight into the use of design thinking in intranet design.  In practice all it turned out to be was a parade of web sites that had won awards, supposedly to inspire us to greater things.   Now I can look at award winning sites on the web, I don't need to attend a reading aloud story session.  If I put the time in to hear a speaker I expect to know more about how it is done as well as the odd why; but nothing was offered beyond a Ladybird Guide to the Intranet.

I wasn't the only one dissapointed.  The first question was to ask where design thinking had come in and the questioner was fobbed off.  So I asked it again but more directly and was told I had asked a good question.   Now I tried that trick on an Austraian a decade or more ago and got the fast response: I didn't ask you to rate my question you pommie bastard, I asked you to answer...

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Guest Blog

Customer experiences as narrative landscapes

By Michael Cheveldave  ·  27 Jan 15  ·  3:38 am

I was prompted by an email exchange earlier this week about a company seeing customer experience as the make or break for succeeding at a brand transformation or a brand change initiative.  SenseMaker® is being considered but is currently viewed as a technology driven solution which was a concern as this particular company has seen far too many other technology driven solutions fail with little or no adoption.  This bothered me as I have seen many people quickly categorize SenseMaker® as a technology solution which to my mind is a very limited perspective on what it offers. Most if not all of my introductory conversations emphasize that SenseMaker® is a narrative or engagement driven solution that uses technology to aid in scaleability as well as to facilitate wider and deeper scanning. 

I often emphasize the process of journalling real-time observations and capturing fragments of natural conversations over the technology and process of recording and representation. As such the focus is on capturing a sufficient sample of a wider flow of experiences moment to moment. What you want to emphasize is that a SenseMaker® initiative should seek at creating a way of tapping into the natural discourse or multiple flows of micro-narratives (experiences, observations, reflections, or “what-ifs” in the form of micro scenarios) in sufficient volume to enable the organization to be far more effective at sensing the current reality including the dynamic shifts in real time.

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