8. HUMAN HOME
PROGRESS
How we worked together
As a great team
NOW
mes to me ?
to be solved
TOMORROW
lts did we have
as a family
2021 - FREDY PASCAL
HX RESEARCH SPRINT
PRESENTATION
Q&A
Wellbeing @ Work - Case study
9. Company Employees
sent a low ESS
(Employee
Satisfaction Score)
Due to
WORK OVERLOAD
1
A digital platform
has already be
taken into account
as a solution
…
As a Hypothesis
———
Business needs to
have quick answers
3
Some people leaved
the group in order to
take back her lifes
and live again better
than before..
Burnout was a key
consequences of
their work overload
KEY OUTCOME
Improve the
wellbeing @ work to
Retain employees
and increase the
feeling of being
listen if some
troubles appears
2 4
10. Company Employees sent a low Satisfaction Score
due to WORK OVERLOAD
1
KEY OUTCOME
Improve the wellbeing @ work to retain employees and
increase the feeling of being listen if some troubles appears
4
DEEP DIVE ON
PROBLEM &
OUTCOME
ESS
2/10
40%
NOT
SATISFIED
People share`
in anonymous
way (Fear to
feel judged)
JUDGEMENT FEELING
REDUCE
INCREASE
FEELING OF BEING LISTEND
TIME
LEVEL
HIGH
LOW
11. HUMAN HOME
PROGRESS
How we worked together
As a great team
NOW
mes to me ?
to be solved
TOMORROW
lts did we have
as a family
2021 - FREDY PASCAL
HX RESEARCH SPRINT
PRESENTATION
Q&A
Wellbeing @ Work - Case study
12. SOLO « USER » &
NOT TRANSPARENT
RESEARCH WITH
DISCONNECTION
BETWEEN BUSINESS
& RESEARCH
OUTCOMES
1
NO COLLABORATIVE
APPROACH WITH
INVOLVED
STAKEHOLDERS
WHO KNOW
NOTHING UNTIL THE
END
3
WASTE OF TIME AND
MONTHS TO HAVE
FIRST INSIGHTS
DUE TO HIGH EFFORT
TO CODE DATA
RELIED TO ONLY ONE
PERSON
STRESSFUL WORK
ENVIRONMENT DUE
TO WORK OVERLOAD
AND HIERARCHYCAL
PRESSION…
BIGGER SCOPE
WITHOUT VALUE
2 4
13. CO-RESEARCH WITH
HR TEAM INVOLVED
IN THE MISSION TO
SET-UP AND FOLLOW
SAME OUTCOMES
Full Immersion Into The Life
Of A Researcher
(Note Taking, & Interviews)
Reduce Time To Get First
Insights And Act Now
1
CO-CREATION AND
CONTINUOUS
IMPROVE THE
APPROACH DRIVEN
BY DOING TOGETHER
3
2 WEEKS / SPRINT
TO RESEARCH -
DEFINE - ANALYSE &
IDEATE ON YOUR
STRATEGY
HAVE FUN WITH
YOUR TEAM: DANCE,
PLAY GAME.
START SMALL AND
SCALE UP
2 4
Stop Think To Do…Doing
And Do It Well As A Team
Continuously
Be Human And Friendly,
Humble Is The Key Word
14. THE HUMAN EXPERIENCE
RESEARCH SPRINT IS A LEAN
HUMAN CO-RESEARCH
FRAMEWORK TO FIND
OPPORTUNITIES TO IMPROVE
YOUR USERS/CUSTOMERS
EXPERIENCES, DEVELOP YOUR
STRATEGY AND CREATE
INNOVATION
CREATE YOUR MVR
LEADING TO
MINIMUM
VALUABLE
RESEARCH
SHORT-MID TERM STRATEGY
1. Start With An Exploratory Approach With Interviews
Based On Finding Habits, Behaviors, Needs And Pain
Points For A Specific Problem (Discovery Phase)
2. Co-Research With A Dedicated Team To Work In Agile
And Lean Ux Methodology From Hypothesis Generation
To Analyse And Define The Problem And Don’t Waste
Time With Big Research Scope
3. Finish With An Ideation Design Phase To Structure
Your Strategy And Work On Processes, Services,
Products And Much More…
HX RESEARCH SPRINT
WHAT IS THE HX RESEARCH SPRINT
15. DESIGN
CHALLENGE
QUESTION
IDEA 1
IDEA 2
IDEA 3
STRATEGIC OPPORTUNITIES : GHEM
The General Human Empathy Map
*Solution Agnostic Research
ANALYSIS & IDEATION FOR EXPERIMENTATION
SCOPE DEFINITION + ASSUMPTIONS
Sprint 1 Sprint 2
HOW THE MARKET ANSWERS TO OUR TARGET UNDERSERVED NEEDS ?
HOW DO WE ANSWERS NOW TO OUR TARGET NEEDS ?
HX RESEARCH SPRINT
PROCESS - THE ATOMIC BUBBLES
SEARCH & DEFINE THE PROBLEM ANALYSE & IDEATE ON THE STRATEGY
BUSINESS
OUTCOME
MAIN
JTBD
SCOPE
TARGET
GENERATIVE
& DISCOVERY
RESEARCH*
DATA
CODING
GHEM - TOPIC B/SUB JOB
UNDERSERVED
NEEDS
ACTIVITIES
& BEHAVIORS
THOUGHS
& QUESTIONS
PAIN
POINTS
EVENT INSIGHT
STORIES
GHEM - TOPIC A/SUB JOB
UNDERSERVED
NEEDS
ACTIVITIES
& BEHAVIORS
THOUGHS
& QUESTIONS
PAIN
POINTS
EVENT INSIGHT
STORIES
GHEMs
PRIORITY
16. CONTEXT
BUSINESS PROBLEM TARGET GROUP TARGET GROUP PROBLEMS
BUSINESS OUTCOME / GOAL TARGET GROUP MAIN JOB
KPIs RESEARCH EXPECTATION
TARGET GROUP MOTIVATIONS
EXISTING ELEMENTS
What is the business’ main problem ?
What is the current situation and why we
have to improve it ?
Who are our targets ?
What is their situation ?
(LIST 3 PROFILES)
Overloaded Employee
Wellbeing @ Work - How to prevent work overload ?
Too much work to get done
No experience on the job
Workload management issue
Deliver better & faster to
achieve their annual OKRs
Be productive & efficient
2021 Study
NPS / ESS
Verbatim from NPS
Quanti research 2020
Plan my workload
Verify my workload
Talk with manager
Be listened actively
Avoid to be judged
Increase of burnout cases
increase in resignations
Low satisfaction (40%)
Maximize employee retention
Improve the ESS Score
# of new problems
Short term
Strategy creation
Engage new employee
Increase sharing mindset
HR
Manager
What do we suppose to be the main
problem of our target?
What struggle them ?
Do we have old research file, NPS
or other type of document to
support the project ?
What is the engine that push our target to
achieve the outcome ?
What are internal and external motivations ?
Why they want a new situation ?
What job to be done they want to achieve ?
What is the main outcome ?
What is the business main goal ?
What is the future state of the business ?
What is the value that you want to push ?
What product outcome we want to achieve ?
How we can measure the performance of our research ? What do you want at the end ?
BUSINESS
OUTCOME
MAIN
JTBD
SCOPE
TARGET
GENERATIVE
& DISCOVERY
RESEARCH*
DATA
CODING
17. WHAT THEY NEED
DESIRED OUTCOMES
WHAT BOTHER THEM
FEARS / FRUSTRATIONS / OBSTACLES
WHAT THEY THINK
QUESTIONS & CONCERNS
WHAT THEY DO
HABITS / BEHAVIOURS
TOPIC :
Overload Employee
Daily Communication
No answer from the manager
Urgent tasks to done quickly
Without context
The daily meeting becomes a
Top down speak by the manager
Avoid to be judge about my
workload management
Increase sharing moment
Maximize feeling of protection
Increase planning visibility
How can I reduce my workload ?
What consequences if I talk
with my manager ?
What if I say no ?
Top down decisions
Finish late with colleagues ⏰
Send mail to the manager
Daily meeting
Receive new tasks
Verify work backlog
Talk to my manager
Communication
GHEM - TOPIC A/SUB JOB
UNDERSERVED
NEEDS
ACTIVITIES
& BEHAVIORS
THOUGHS
& QUESTIONS
PAIN
POINTS
18. TOPIC:
Overload Employee
SITUATION When…moment…
I see/heard/think… - action from 3rd
So I…
in order to…
but…
and I’m feeling
EVENT
REACTION
OUTCOME
ISSUE
EMOTIONS
SITUATION When I’m overloaded of work
I receive new tasks from my manager
So, I share my projects backlog
Trying to increase planning visibility
But my manager thinks that I’m wrong
about the time allocation and adds the task
and I’m feeling not listened and
In panic to never get the job done
EVENT
REACTION
OUTCOME
ISSUE
EMOTIONS
SITUATION When…moment…
I see/heard/think… - action from 3rd
So I…
in order to…
but…
and I’m feeling
EVENT
REACTION
OUTCOME
ISSUE
EMOTIONS
KEY EVENT 1 KEY EVENT 2 (Case Study) KEY EVENT 3
Communication
GHEM - TOPIC A/SUB JOB
UNDERSERVED
NEEDS
ACTIVITIES
& BEHAVIORS
THOUGHS
& QUESTIONS
PAIN
POINTS
EVENT INSIGHT
STORIES
19. HUMAN HOME
PROGRESS
How we worked together
As a great team
NOW
me to me ?
to be solved
TOMORROW
lts did we have
as a family
2021 - FREDY PASCAL
HX RESEARCH SPRINT
PRESENTATION
Q&A
Wellbeing @ Work - Case study
20. HRs were trained to talk
With employees without
biases and conduct the
study in other countries
(E.g. Shangai; Princeton)
3 solutions were
delivered in Europe
and Asia in 3 months
after being tested
Little step by step strategy creation
How to talk freely with
the manager ?
How to assess frequently
the workload of a team ?
How to increase the
empathy of a manager ?
Continuous
Research
Mindset
People Were,
and still, Happy
3 Key
Opportunities
Identified
5 target people
Involved
in the ideation
Managers & Collaborators
Together with a common
Outcome…no seniority
only good vibes
Employees were
Engaged more and more
In the company life
And ESS increased
COLLABORATE
STOP
HIERARCHY
OUTCOME
ACHIEVE
COMMUNICATION
MANAGER SOFT SKILLS
WORK BACKLOG MANAGEMENT
CO-CREATE WITH PEOPLE
FLAT HIERARCHY
SOLVE PROBLEMS LEAD TO ACHIEVE BUSINESS OUTCOME
DESIGN
CHALLENGE
QUESTION
IDEA 1
IDEA 2
IDEA 3
21. THANKS
FREDY PASCAL
HX RESEARCH SPRINT
PRESENTATION
ASK
ME
ANYTHING
;-)
How create the strategy
in only 2 week ?
How to talk frequently
with people ?
How to involve
stakeholders ?
How to be sure to reach
business outcomes ?
How to prioritize
Opportunities ?
What is the difference
with the Design Sprint ?
23. MEET&GREAT
(WHO WE ARE)
HX RESEARCH SPRINT -
WHAT IS IT ? WHY ? HOW ?
SCOPE OF THE DAY &
CASE STUDY PRESENTATION
ALIGN OUTCOMES
THE RESEARCH CANVAS KICK-OFF
CREATE YOUR RESEARCH PROTOCOL
THE QUESTIONNAIRE + INTERVIEWS
STRUCTURE YOUR DATA
THE GHEM
DEFINE STRATEGIC OPPORTUNITIES
THE EVENT INSIGHT STORIES
DEVELOP YOUR STRATEGY
IDEATION MINDMAP
LET’S KICK-OFF THE « HX STRAT » WORKSHOP
INTRODUCTION
PLANNING OF THE MORNING From 9 to 12:30
Mandatory Discussion Break
At 11:00 until 11:10
1H
5 minutes
5 minutes
5 minutes
45 minutes
30 minutes
30 minutes
30 minutes
10 minutes
Take notes here ;-)
30 minutes
24. MEET&GREAT
SPEAK ABOUT YOURSELF
WHO YOU ARE ? WHAT IS YOUR FEELING TODAY ? WHAT IS YOUR KEY EXPECTATION ?
LET’S KICK-OFF THE « HX STRAT » WORKSHOP
25. SOLO « USER » &
NOT TRANSPARENT
RESEARCH WITH
DISCONNECTION
BETWEEN BUSINESS
& RESEARCH
OUTCOMES
1
NO COLLABORATIVE
APPROACH WITH
INVOLVED
STAKEHOLDERS
WHO KNOW
NOTHING UNTIL THE
END
3
WASTE OF TIME AND
MONTHS TO HAVE
FIRST INSIGHTS
DUE TO HIGH EFFORT
TO CODE DATA
RELIED TO ONLY ONE
PERSON
STRESSFUL WORK
ENVIRONMENT DUE
TO WORK OVERLOAD
AND HIERARCHYCAL
PRESSION…
BIGGER SCOPE
WITHOUT VALUE
2 4
26. CO-RESEARCH WITH
KEY PEOPLE
INVOLVED IN THE
MISSION TO SET-UP
AND FOLLOW SAME
OUTCOMES
Full Immersion Into The Life
Of A Researcher
Define Opportunities Based
On Real Human Insights
And Data Based On Facts
1
CO-CREATION AND
CONTINUOUS
IMPROVE THE
APPROACH DRIVEN
BY DOING TOGETHER
3
2 WEEKS / SPRINT
TO RESEARCH -
DEFINE - ANALYSE &
IDEATE ON YOUR
STRATEGY
HAVE FUN WITH
YOUR TEAM: DANCE,
PLAY GAME.
START SMALL AND
SCALE UP
2 4
Stop Think To Do…Doing
And Do It Well As A Team
Be Human And Friendly,
Humble Is The Key Word
27. THE HUMAN EXPERIENCE
RESEARCH SPRINT IS A LEAN
HUMAN CO-RESEARCH
FRAMEWORK TO FIND
OPPORTUNITIES TO IMPROVE
YOUR USERS/CUSTOMERS
EXPERIENCES, DEVELOP YOUR
STRATEGY AND CREATE
INNOVATION
CREATE YOUR
LEADING TO
MINIMUM
VALUABLE
RESEARCH
SHORT-MID TERM STRATEGY
1. Start With An Exploratory Approach With Interviews
Based On Finding Habits, Behaviors, Needs And Pain
Points For A Specific Problem (Discovery Phase)
2. Co-Research With A Dedicated Team To Work In Agile
And Lean Ux Methodology From Hypothesis Generation
To Analyse And Define The Problem And Don’t Waste
Time With Big Research Scope
3. Finish With An Ideation Design Phase To Structure
Your Strategy And Work On Processes, Services,
Products And Much More…
HX RESEARCH SPRINT
WHAT IS THE HX RESEARCH SPRINT
28. DESIGN
CHALLENGE
QUESTION
IDEA 1
IDEA 2
IDEA 3
STRATEGIC OPPORTUNITIES : GHEM
The General Human Empathy Map
*Solution Agnostic Research
ANALYSIS & IDEATION FOR EXPERIMENTATION
SCOPE DEFINITION + ASSUMPTIONS
Sprint 1 Sprint 2
HOW THE MARKET ANSWERS TO OUR TARGET UNDERSERVED NEEDS ?
HOW DO WE ANSWERS NOW TO OUR TARGET NEEDS ?
HX RESEARCH SPRINT
PROCESS - THE ATOMIC BUBBLES
SEARCH & DEFINE THE PROBLEM ANALYSE & IDEATE THE STRATEGY
BUSINESS
OUTCOME
MAIN
JTBD
SCOPE
TARGET
GENERATIVE
& DISCOVERY
RESEARCH*
DATA
CODING
GHEM - TOPIC B/SUB JOB
UNDERSERVED
NEEDS
ACTIVITIES
& BEHAVIORS
THOUGHS
& QUESTIONS
PAIN
POINTS
EVENT INSIGHT
STORIES
GHEM - TOPIC A/SUB JOB
UNDERSERVED
NEEDS
ACTIVITIES
& BEHAVIORS
THOUGHS
& QUESTIONS
PAIN
POINTS
EVENT INSIGHT
STORIES
GHEMs
PRIORITY
29. CHOOSE YOUR CASE
The context of our HX Research Sprint today
A / The low NPS Score
SITUATION
CONTEXT
REQUEST
80% of customers sent a low NPS Score in the last year
Flying Company
Improve the NPS and find a strategy to have a better score
B / Where are you going ?
SITUATION
CONTEXT
REQUEST
The company will move far away from the center of the city
Big chemical company
Find new ways to work for employees
C / The health Ecosystem Strategy
SITUATION
CONTEXT
REQUEST
The company needs to create the future strategy
Insurance company for health professional
Find new business opportunities for the new strategic plan
5 minutes
30. ALIGN OUTCOMES
The Research Canvas kick-off
FINAL OUTCOME OF THE EXERCICE
YOUR PAPER BOARD
BUSINESS SIDE
SUCCESS/IMPACT METRICS
TARGETS SIDE
PROFILES
JOBS
PAINS
MOTIVATIONS
PROBLEMS
OUTCOMES
HOW TO RUN THIS EXERCICE
• Define the scope of your mission
• Be sure to go into the right direction
• Please, don’t stress…be cool and humble ;-)
4) Talk about how to measure the impact of the research mission ?
(E.g. Find new opportunities to help target group)
3) Create some hypothesis on your target profile
- Define the targets (Based on Situation / job / Roles)
- Assume the problems (pain points)
- Assume target jobs (activities)
- Assume target motivations (desired outcomes / Needs too)
2) Start to talk about the business problem and outcome to achieve
1) Create on your paperboard the canvas just right there —>
45 minutes
31. CREATE RESEARCH
PROTOCOL + INTERVIEWS
The questionnaire
FINAL OUTCOME OF THE EXERCICE
HOW RUN THIS EXERCICE
• Define what do you need to know
• Structure your protocol
• Refine better what you want to learn linked to your outcomes
20 + 10 minutes
YOUR PAPER BOARD
WHAT YOU DO NOT KNOW YET
WHAT YOU ASSUME TO KNOW
LINKED QUESTIONS TO ASK
TO GATHER DATA OR VERIFY
I ASSUME
THAT..
QUESTION
LINKED TO
VERIFY
ASSUMPTION
I WANT TO
KNOW…
QUESTION
LINKED TO
GATHER
DATA
5) Run interviews into the group and take notes (imagine you are the target)
4) Prioritize and create the sequence of questions to ask
3) Link each post-it on the left to one or series of questions to ask
- Exploratory questions: to gather data on what we do not know
- Verification questions: to verify information that we assume to know
2) Share what you assume to know already
1) Solo and Brainstorm about what you do not know and you want to learn
32. STRUCTURE YOUR DATA
The GHEM (General Human Empathy Map)
FINAL OUTCOME OF THE EXERCICE
HOW RUN THIS EXERCICE
• Have a clear vision of different problems
• Be able to easily create Insight and find opportunities
• Categorize learnings from the research
30 minutes
YOUR PAPER BOARDS (DEPENDS ON NUMBER OF TOPICS)
WHAT BOTHER THEM
SUB TOPIC
WHAT THEY NEED WHAT THEY DESIRE WHAT THEY DO
TOPIC
TARGET PROFILE
4) Create at least 2 GHEM (2 topics)
3) Start to cluster learnings on the topic chosen into
- What bother them (Pains, frustrations)
- What they need (desired outcomes)
- What they desires (dreams & ideal world)
- What they do (activities & jobs)
2) Add the topic of the GHEM that you want to categorize your information
1) Write the target linked to the data gathered
34. DEFINE YOUR STRATEGIC
OPPORTUNITIES
The Event Insights Stories
FINAL OUTCOME OF THE EXERCICE
HOW RUN THIS EXERCICE
• Summarize findings into actionnable insights
• Define your strategy to develop based on facts
• Learn and empathize with the situation to solve
30 minutes
4) List all opportunities to solve from the most important one
to the less important
3) Prioritize opportunities: Talk with the group on what do you think is
The most important story to solve and why.
2) Create at least 3 stories per GHEM/Topic
1) From your GHEM, create some stories to tell a situation
YOUR PAPER BOARDS
TOPIC
TARGET PROFILE
EVENT INSIGHT STORY 1
SITUATION
SITUATION
SITUATION
EVENT
EVENT
EVENT
REACTION
REACTION
REACTION
OUTCOME
OUTCOME
OUTCOME
ISSUE
ISSUE
ISSUE
EMOTION
EMOTION
EMOTION
EVENT INSIGHT STORY 2
EVENT INSIGHT STORY 3
When I see/heard/think So I In order to But.. I’m feeling
When I see/heard/think So I In order to But.. I’m feeling
When I see/heard/think So I In order to But.. I’m feeling
35. DEVELOP YOUR STRATEGY
Ideation Mindmap
30 minutes
FINAL OUTCOME OF THE EXERCICE
HOW RUN THIS EXERCICE
• Concretize your strategy with some ideas
• Have several ideas to test and create value
• Show first tangible outputs who lead to business outcomes achievement
8) Prioritize ideas to test first: Evidence Level / Risks Level
7) ATTENTION: Come back to the original group
6) Together talks freely without fears…all ideas are welcome 🤗
5) Go for quantity not quality
4) Start to ideate on how to solve the central problem (MindMap approach)
3) Put the post-it with the HMW in the middle of the paper board
2) ATTENTION: 2 participants have to change the group (world café)
1) Turn your Event Insight Stories into a design challenge (How might we)
YOUR PAPER BOARDS (DEPENDS ON NUMBER OF HMWs)
HMW
…?