Empathy Exercises

Why do we like Monopoly? LIFE? Operation? Second Life? The SIMS?

 

Simulation games give us a taste of what it means to do different work and generally have a  different life experience. For a few hours, you can pretend that you are walking in someone else's shoes. Sometimes, literally.

 

What if you could have a similar experience at work - walk in your colleagues and customers shoes through a simulation game?

 

 

Empathy Exercises for Virtual Teams (or modified for Customer Services/Support)

Working virtually can be challenging. It’s easy to get focused on immediate priorities and forget about your colleagues, let deadlines slip, and lose focus of larger goals and initiatives.

 

Or you try to keep up with the work and never get a break. You and your team may work around the clock to keep up with your team worldwide.

 

There are ways to bridge the gap, but how to get your team to change on their own?

 

How can the team "get" what everyone is experiencing?

This live, in-person game simulates working with a worldwide virtual team. It can be modified to accommodate customer experiences for support. The key simulation of this game is to highlight benefits and challenges of not being in the same room at the same time and resolving issues.

 

What do we simulate?

  • Timezones
  • Roles and expectations
  • Team member availability
  • Technology challenges - audio and visual
  • Team collaboration

 

Schedule of activity:

  • Game preparation: 3 days - 2 weeks before game day
  • Game day: up to 4 hours
    • 1.5 - 2 hours game time
    • 1.5 - 2 hours reflection, identify improvements, and create a plan for change

 

By the end of the game, your team will better understand what their colleagues experience as virtual team members.

 

For Call Centers: modify the game so that the mission/activities and tasks focus on the experience customers would have with a call center.

  • What feels mysterious during the process?
  • What feels comfortable and productive?
  • How could a call experience be improved and develop a stronger connection with the customer?

 

 

Empathy Exercise: Custom designed games to reflect your customer's challenges

Your customers may not like to use your product and you can't understand why. Or you do know why, but you and your team can't find a way to fix it.

 

Either way, there is something preventing you from connecting to your prospects and customers. It's like they are separate from your product team.

 

We can create a custom game for you that represents what your prospects or customers experience when they work with your company.

 

How we create a game:

  • Decide which part of the Customer Relationship Lifecycle you want to simulate. We can also simulate the entire experience
  • Leverage the personas you have developed or create new ones
  • Identify potential customer experience gaps and challenges
  • Leveraging these factors, determine which challenges will put your team into the mindset of your customers to enable empathy
  • The key: replicate the situations the customers feel they are in

 

If you have personas to leverage when creating the game - that’s fantastic. If you don’t have personas, we can create something for the game. If you want to create formal personas, we can help you find the right vendor to create them.

 

Schedule of activity:

  • Game preparation: 3 days - 2 weeks before game day
  • Game day: up to 4 hours
    • 1.5 - 2 hours game time
    • 1.5 - 2 hours reflection, identify improvements, and create a plan for change

 

 

Post-game Support for monitoring improvements and tracking change plans

If you play the games with your team and discover ways to have more empathy and in the end, improve performance, you have succeeded. But how do you maintain that success over time?  How do you use this information and stay on track?

 

Every organization wants different results. We work with your team to develop systems that track results and target KPIs.

 

We can setup reporting structures for you to regularly measure how you are doing or we can track it for you. It’s up to you!

 

 

 

 

© 2017 by Gearmark/Mary Brodie