The Learning Map represents my 2 passions - sharing my expertise while also directly delivering great customer and colleague experience.
I have been a champion of Service Design and Experience tools for decades, blending personas and journey maps with stakeholder analysis and impact assessments.
Above all I know the importance of navigating through the journey at the right pace.
My Change Compass demonstrates my key principles for navigating with experience firmly at the centre of your journey.
Getting the right PACE is key to the navigation of change.
Fast enough to demonstrate the value early and often, but also recognising capability and capacity.
The clear shared understanding of your change destination and why you want to make the journey.
Where are the opportunities to delight your customers and colleagues? Where are the pain points to be challenged?
Where is the value?
Successful managed business change understands different expectations and what will motivate each audience group.
Take time to look and listen to how the change is viewed by different groups.
How can you design the change to best engage with each group?
Navigating to your destination needs a clear understanding of your starting point. What will help drive the change? What will be a barrier?
What do you want to keep?
Ensuring a shared vision is key for successful change.
What evidence will you use to demonstrate progress, value and achievements.
Where will this information come from? And how will you share it across your audience groups?
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