Human-Centered Design

Design, Design Thinking, Empathy, Healthcare, Human-Centered Design, Patient Experience, Power of Yes

The Shift In The Atmosphere: Moving From Talking To Experiencing


What do you get when you bring together over 300 design-oriented people who have a passion for changing the healthcare landscape? You get the 2018 HXD Conference that the Nason Group helped sponsor last week in Boston. It was two days of bold presentations, stimulating conversations, and high-powered networking around the theme of improving health through design and innovation.

For me, one of the most significant moments during the conference happened when four college students shifted the event from a professional gathering to a group of people with Screenshot 2018-07-04 21.54.22connected hearts. The students were from the Berklee School of Music and each performed a song they had written about a social issue that was personal to them. As we listened to songs about tough topics such as eating disorders, tough neighborhoods, and rape, I gained yet another perspective on empathy: Empathy brings people together in a way that’s almost impossible to describe.

As I sat mesmerized by the power of the songs we were hearing, I looked around at the rest of the people in the audience. They, too, were completely enthralled. There was a different feeling in the room when the singers were finished. These four brave college students moved us from talking about empathy to experiencing empathy and, in experiencing empathy, our relationships changed. We were no longer just people sitting in a room. We were people with connected hearts.

There’s a saying in musical theater that I just love: When the emotion is more than words can handle, it’s time write a song. In sharing their songs—their personal stories—with us, they were showing us the depths of their hearts.

That’s really the point of empathy, right? Connecting with other people’s hearts. Understanding the feelings that drive the other person’s thoughts and behaviors. Immersing yourself in the other person’s world so much that you can actually feel what the other person is feeling.

After experiencing this mini-concert, we were excited to debut the prototype for our new Empathy Workout during a lunch and learn (well, we actually called it a “Lunch and Empathy Workout Cards_HoldingHandsDisrupt”) on the second day of the conference. It was a great way to continue the theme of embracing empathy as we challenged the participants to approach empathy like a muscle that needs to be exercised to be useful. The Workout is a 14-day program where you select a card each day that gives you an exercise to complete that will help you develop your empathy muscles. And, yes, some of the exercises will push you out of your comfort zone.

Look forward to hearing more about the Empathy Workout in the weeks ahead, but for now, go find a way to connect with someone else’s heart. We’ll never be able to truly change the healthcare landscape without developing the skills, confidence, and vulnerability for engaging each other’s hearts!


 

Consumer Experience, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, storytelling

You Are Invited To My Bell Ringing Ceremony! #NoMoreChemo Party!


The Story

Last week, Michael and I returned to Las Vegas to work with one of our partners, Cure 4 The Kids. Over the past few months, we’ve enjoyed getting to know their team and organization as we’ve begun helping them shape their strategy for the next few years. On the first morning of our visit, our meeting shifted from strategic conversation to a moment that touched us deeply and framed our purpose for the trip, and potentially how we work going forward.

Imagine this with me, you are standing in the middle of a waiting room, and there is a bell hanging on the wall behind a locked plexiglass door. Underneath the bell reads this:

Ring this bell

Three times well,

It’s toll to clearly say

My treatment’s done,

This course is run,

And I am on my way.

IMG_0923.jpgThat poem is special for the children at Cure 4 The Kids. They get to ring that bell at their NO MORE CHEMO PARTY! Yes, that is right. This is the day when treatment is completed and they begin their next stage of life in their new normalSo there we were, standing in the waiting room, with associates, and families waiting for treatment. And now with the little girl, who is now five and her family as she gets to ring the bell!

After that ceremony, we attended an party with the family. WOW! Did we learn a lot! This young lady’s name is Cierra. She is five and has a twin sister Sophia. Cierra was diagnosed at 18 months-old with leukemia. We learned that Cierra’s favorite color was pink, and she loved Barbies. So at the party, there were pink Krispy Kreme donuts, and Barbies. I remember when she looked at me, and told her Mommy, “he dyed his hair pink just for me.” I looked at her and simply said, YES I DID! Her story is powerful and inspiring, and we will share more details later on her journey. What I want to share is some empathy highlights and learnings from that day when Michael got to sit down with the family.

  • Become The Expert – Many times for these families, the mother or father have to become the expert and learn as much as they can about the cancer or disease. And at the same time, they have to still be able to function in their day to day lives.3QzVWFM7TeSY6HM1gZNsJg
  • Talk To Me Like I’m A Seven Year Old – These families have to learn not to nod and pretend like they understood what is happening. They have to ask questions. Lots of questions. Google words that they don’t understand. And, again, remain strong for their child.
  • “What Would You Do If This Was Your Child?” – It is ok during this time to ask your clinical team, “What would you do if this was your child?” Every parent, every person wants whats best for their child or family member.

There are so  have many other things we could share, but we just wanted to scratch the surface today, but most important, we wanted to celebrate Cierra and her new norm. LIFE WITHOUT CANCER! Remember this, CANCER SUCKS!

What I Learned And What You Can Learn

This is pretty simple for me this week. I learned that we must be willing to walk a day in the shoes of the human (not a patient) and their families. We work in a very complicated industry and want to make significant change. It will not be easy, but we will do it, one human at a time.

What I Will Do And What You Can Do

We have committed as a team to stop and listen! Listen to what everyone on the journey is going through. A diagnosis in a family can be world changing, and we need to have empathy for not just the human, but for the family.

I challenge you this week rather you are a healthcare provider or work in the industry, to remember to put the human first, and the disease or diagnosis second. I applaud Cure 4 The Kids and the journey they have created for their families.

Go and kick CANCER’S ASS today! I look forward to my next #nomorechemo party!

Consumer Experience, Empathy, Healthcare, Human-Centered Design, Patient Experience, storytelling

The Day You Realize “This Is Why I Do What I Do!”


The Story

It’s 6:30 a.m. and I just boarded my flight to work with one of our partners who want to disrupt the health ecosystem. Actually, they want to more than disrupt it. Like me, they want throw it out and create something meaningful for the patient, caregiver, healthcare professionals, and every human. And then it hits me: This is why I do what I do.

IMG_0758I am now 30,000 feet in the air (see, here is my view), and have had the last 48 hours to reflect on my own healthcare journey and the journeys of the ones I love. Frankly, I am concerned, scared, and frustrated.

I’ve spent a great deal of my life traveling all over the country working with amazing people within this complex, convoluted system. I see and feel their frustration with the bureaucracy they’re forced to engage each day, when what they really want to do is just care for people.

Over the years, I’ve watched my mother navigate an extraordinary healthcare experience and ultimately die prematurely. I’ve watched my father live to be over 90 years old and see the care (or sometimes lack of care) he received in the system. Most recently, I’ve watched my brother battle through some health challenges. Along the journey, I’ve wondered: Why does it have to be this way? Why does it have to be so hard for the patients, caregivers, and families?

What I Have Learned And What You Can Learn

My learning this morning is simple. I do what I do, in partnership with amazing organizations and people, because it is my calling. I am called to change the lives of humans by changing their healthcare experiences. I’m called to be in the trenches with others who are moving the needle in this overly-complex system.

I love disruption. I love innovation. I love patient, member, consumer experience. But, more importantly, I love people. I want to see people live to their fullest potential as they fulfill their life’s calling.

My hope for you is that, in some way, you’re also motivated by the people whom youdomore serve. When life gets tough, I hope that you will focus on the faces of the people you love and the people whom you have affected through your presence and work in the world. I hope that focusing on these faces will give you the energy to continue make this world a better place.

Remember, it’s not always about the bottom line, or what is best for the business. Sometimes, it just has to be about the human experience.

What I Will Do And What You Can Do

As my flight lands and I hit the ground running this morning, I will commit to making one life better today. I will commit to breaking down the silos and bull sh** of this very complex system called healthcare.

What can you do today to affect your industry by focusing on a human? Let’s start changing the work by focusing on one person at a time. Let’s take responsibility for our world so that we don’t have to depend on a politician to make the change for us.

You will make it. I will make it. We will make it.

Remember, this is why we do what we do!


Consumer Experience, Design Thinking, Healthcare, Human-Centered Design, Innovation, Patient Experience

There’s Room In The Sandbox For Everyone. Moving From Competitor To Co-Creator


THE STORY

Competitor: One selling or buying goods or services in the same market as another

Last week, I had the privilege of co-leading a workshop with the amazing Amy Bucher from Mad*Pow. (You mean the people that do the same work you do, Shawn? Yes, those people!) It was an AWESOME experience and I WorldCongress#2hope to do it again soon.

In the workshop, Amy and I taught a group of leaders and innovators in the Pharma industry how to use design thinking in their organizations and teams. Through this process, I had one of the greatest professional ah-hamoments that I’ve had in a long time: There’s room in the sandbox for everyone!

Let me be clear. I have never looked at Mad*Pow as a competitor. I have always loved their work and admired the impact they’ve made in our field. But, according to the definition above, we are technically competitors.

WHAT I LEARNED AND WHAT YOU CAN LEARN

The mentality of being competitors makes me mad. We work in a complex world and an even more complex industry (healthcare). We’re all looking to change the healthcare industry so that the patients and the caregivers—or how about we just say “the humans”—get the type of care they want and deserve.

In the workshop that Amy and I lead together, someone asked how the pharma industry could help move things forward. My response? Maybe everyone should sit around the same table and move things forward together. (This is happening in certain areas within the healthcare industry, but it’s not happening enough to make a significant impact.)

Here is my learning, which I hope speaks to you: There are several organizations, teams, and individuals trying to make a difference in the world. So, climb in the sandbox with someone you have never thought of playing or working with. Get in their sandbox. WorldCongress#4Learn what they are doing and apply it to what you are doing.

We need more people tackling the world’s complex problems. My team and I were working with another partner this week and I love this comment they made, “Even the journey from diagnosis to the unknown can be an extraordinary experience.” How can you work with your perceived competitors to create life-changing, extraordinary experiences that make a bigger impact in the world?

WHAT I CAN DO AND WHAT YOU CAN DO

Here is my challenge to you this week: Go find the one person, organization, or team that works in the same space as you and start the journey to co-create and collaborate with them. If we are truly going to transform healthcare, all of us need to be in the same sandbox together.

Our you willing to get in that sandbox? 


 

 

Design Thinking, Healthcare, Human-Centered Design, Innovation, Patient Experience

Let The Journey Begin: Moving From Communication To Connection


The Story . . .

“It’s amazing what you can accomplish when you stop caring who gets credit for it.” This is one of many important quotes I heard from Annette Logan, CEO at the Cure 4 The Kids Foundation. Last week, some of our team had the honor of kicking-off a project with this organization. It is not often in IMG_0321one’s life when passion, purpose, and business all align, but it just happened to us.

In 2007, Cure 4 the Kids started at Annette’s kitchen table. The foundation started because she got fed up as a parent as she navigated care for her son after a significant accident. As a nurse, she knew that he was consistently getting substandard care and knew that there was a better way of doing things. When she launched the foundation, she committed to helping all kids, no matter of their socio-economic backgrounds. We were in the car with her when she blurted out one of the most profound statements I have heard in a long time: “The price of poverty shouldn’t be death for a child.”

This is exactly what I meant by the alignment of passion, purpose, and business. This organization is committed to transforming the pediatric patient experience. They’ve spent the past decade defying the odds as they’ve moved from the kitchen table into serving over 40,000 children. I will share more on Cure 4 The Kids as the journey continues. If you want to follow them on social media, here’s how to connect: Twitter, Facebook, and Instagram.

What We Learned And What You Can Learn . . .

Out of everything we learned in our two short days with Annette and her team (which was a lot), the quote that stuck with me is Annette’s take on communication issues that typically plague companies. She surmised that when people are frustrated by communication issues, they are really frustrated by a lack of connection.

Over and over, I hear executive coaches, trainers, and thought leaders share about it’s all about communication. I myself, have talked about this and have written and studied the art of communication between leaders and multi-generational workplaces. But, Annette fullsizeoutput_3c47reframed this issue for me.

How would it change the “health care” (two words) experience if we focused more on connection than communication? How can we take empathy to a whole new level by focusing on authentic connection with those around us?

What I Will Do And What You Can Do . . .

I challenge each of you to think about what it means to connect with people as you strive to communicate with them. Here is a little exercise to do on your own or with your team.

I Like, I Wish, And What If

Take five-minutes after you read this and ask yourself these three questions as you move from communication to connection. We would love to hear from you as you work on this in the future.

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Consumer Experience, Consumer Trends, Culture, Innovation, Leadership, Mindset, Trends

It Is All About The Experience! 2018 Consumer Trends


The Story…

Here at Nason Group, our core belief is to catalyze change by meeting people where they are, bringing disruptive thought leadership, compassion for the human experience, and a global mindset to transform services through customized experiences. Part of that process is looking ahead to consumer trends that promise to have an impact on our world. Not only in the future, but today!

In December 2017,  Ericsson Consumer Lab released their report, 10 Hot Consumer Trends 2018.”  The report is the result of online surveys conducted of advanced internet users in cities across the globe. The respondents were not only a mix of nationalities – but age as well, with a span of between 15 and 69 years of age. Those surveyed are heavy users and early adopters of all kinds of digital technology – such as Virtual Reality and Artificial Intelligence. They have their eyes and demands on the future – and we are listening.

We also took a look at the “Top 10 Global Consumer Trends for 2018” report by Alison Angus for Euromonitor International. Some of the areas examined in their report are the call out culture, I-Designers, It’s In The DNA, keeping it real and transparent as an organization – experience is the new game changer for many consumers, personalizing the customer experience, sleuthy shoppers, and the borrowers.

What We Learned…

From these two in-depth pieces of research, Nason group has identified our list for focus in 2018. Here is what we want to examine deeper:

Screenshot 2018-02-01 10.43.42

These are exciting, dynamic trends to watch. Our goal is to help our partners understand the implications of these trends for their consumers, patients, or members as they stand today, the impact of a competitor’s early leverage of the trends, the steps necessary to educate the organization on potential impact and lastly, as a leader, how do these trends impact my ability to successfully lead my organization?

What We Will Do…

Our commitment is to continue to research globally where consumers are going and what they are expecting from organizations around the globe. We will continue to bring forth insights to not only help our partners but all those around us.

Now, more than ever, organizations require disruption, innovation, and transformation to keep pace with a changing world. Additionally, The Nason Group will engage with our partners to push the boundaries and achieve the seemingly impossible.

What You Can Do…

We would like you to consider these three questions as you journey through these trends over the next few weeks.

  • What are the implications of these trends on consumers using my product (s) or service (s)?
  • How might these trends impact my business if my competitors were to leverage these trends?
  • What steps should I take to learn more about these trends, and how might they affect my business?

There is a great conversation around each of the 13 consumer trends for 2018 – we look forward to sharing our insights and opening a dialogue with you as you examine each one with us. Please feel free to reach out to us at info@nasongroup.co if you would like to discuss further.


Consumer Experience, Culture, Design, Design Thinking, Empathy, Engagement, Healthcare, Human-Centered Design, Innovation, Leadership, Mindset, Power of Yes, storytelling

#CES2018: Consumers Want Experiences with their Technology


The Story

#CES2018 has come to a close and what a week it was! With over 180,000 people, 4,500 vendors, and cutting-edge technology all around, a colleague and I walked over 50,000 steps in 3.2 million square feet of exhibits. Although we didn’t encounter any breakthrough technologies this year, we enjoyed looking for trends and discovering ways to harness current technologies for new user experiences. We also learned a lot about robots, drones, Google, and sleep.

BuddyRobots. Everywhere you turned, there seemed to be some kind of robot that promised to make your life simpler. Some had faces and personalities; others were focused on a specific function. How about Buddy? Buddy is your companion robot who connects, protects, and interacts with each member of your family. Or, if you’d prefer, you can get a robot that sings “Happy Birthday” or one that cries with you. My favorite robot had to be the FoldiMate that folds your laundry.

Drones. If you haven’t seen it yet, take a few minutes to watch the Intel Light Show over the Bellagio fountains. Each night, Intel used 250 shooting star drones to perform a choreographed routine that dazzled the spectators. It was truly an amazing experience. And, there were drones everywhere within the show, too. Though we had some fun flying the smaller drones through an obstacle course, we also learned where the industry is going in terms of utilizing drones for improved customer experience.

Google

Google. In 2017, CES seemed to be dominated by Alexa (Amazon), but this year it was all about Google Assistant. Google had a significant marketing investment at the show (including wrapping the monorail cars) and had major booths to show that they plan to be a major player in the virtual personal assistant space. I don’t know who is going to win this battle, but if it was anything like this year at CES, Google is on the way!

Sleep. From the technology-filled mattresses and bedrooms to mediation and biofeedback tools, it was the year of sleep aides. One of the most fascinating things we witnessed happened at the NuCalm exhibit where we saw a room filled with people relaxing in reclining chairs with headphones and eye masks while attendants walked around to check on everyone. The exhibit claimed that you would feel like you got two hours of sleep after spending just 20 minutes with them. It was like a scene out of a sci-fi movie where humans gather in sleeping rooms for technology-enhanced sleep instead of sleeping in private bedrooms.

I also have to mention the weirdest thing we encountered this year at #CES2018, which was the PsychASec booth. In this exhibit we were told of a chip that could be placed in the back of your neck to help keep all your memories in tack as you get older. The story was intriguing and frightening all at the same time.

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The good news? It wasn’t real. It turns out this display was an elaborate marketing tool for the new Netflix series, Altered Carbon, in which human consciousness can be transferred from body to body. Though it was only a hoax, the exhibit was so well done that it took us a few minutes to figure out that it was just a TV show.

What I Learned And You Can Learn

As I tell everyone I work with, you must attend the CES show at some point in your life to experience something that is hard to put into words. For me, it’s about prospective. At CES, you get immersed into a world where possibilities are endless and the future is bright. It’s inspiring to see so many companies who are focused on making the world a better, more accessible place and who don’t let challenges stop their dreaming. As we continually say in the Nason Group, innovation and disruption is a mindset and a lifestyle. Nowhere is this more evident than CES.

Over the next few weeks, I look forward to diving into the hottest trends for 2018 including consumer trends and healthcare trends and helping you connect with what’s next in bridging technology with customer experiences.

What I Did And What You Can Do

This is simple. I am going to keep saying YES! in 2018.

Recently, I was asked about the Top Innovations To Expect in 2018. Here is my response:

“This is the year of the consumer, patient, or member. If your organization is not focusing on the human part of your interaction, you are going to be left behind. Yes, technology is important and should be an extension to your product of service, but not the only thing you think about.”

Though technology can be a significant piece of the innovation process, technology is only effective when paired with the voice and needs of the consumer.

So in 2018: Yes, to innovation! Yes, to technology! Yes, to the consumer! YES! YES! YES! 


 

Consumer Experience, Culture, Design Thinking, Diversity, Empathy, Human-Centered Design, Inclusion, Innovation, Leadership, Mindset, Patient Experience, Power of Yes, Strategy

The POWER OF YES! in Claiming What You Believe


The Story

2017 was an amazing year both professionally and personally. I celebrated 20 years with my Carlaamazing wife who, if it were not for, I would be completely crazy. (Thank you, Carla, for who you are to me and for everything you do for me.) As a parenting team, we saw lots of firsts for both of our children and got to enjoy some special times together. In September, I joined North Star Receivers and met a fantastic group of guys who have changed my life for the better. I also published a book called The Power of Yes! in Innovation! If you know me, you’ll know this is a true miracle within itself. (Thank you, Steve, for all of your hard work in pushing me to get this project over the finish line.) The Nason Group experienced tremendous growth and impact, including team members coming and going.

What I Learned And What You Can Learn

Throughout all of the events of 2017, I had a little voice in my head saying, “Shawn, what do you really believe?” That voice kept BELIEVE-IN-YOURSELF-ALWAYS--1challenging me to be a better person for my wife, kids, friends, and business partners. To respond to this nagging voice, I gathered the Nason Group team towards the end of the year and asked, “What exactly do we believe?” Something magical happened next. We hacked away at the question and, many iterations later, we have a set of We Believe statements that will help us move into the future together. We even brought in our partners to help us frame the statements so that the statements speak to the essence of who we are as the Nason Group. So, here they are:

We Believe . . .

  • The best thought solutions don’t always have to be complicated.
  • Using know me, surprise me, and make it easy will reconstruct the customer experience.
  • Disruption is healthy and necessary for growth and leads to new ideas that change the world (your world).
  • Ideas that are radical enough to change lives require a space for teams to create, develop, test, and implement.
  • Engaging consumers’ stories and voices are mission critical when exploring new ideas and the ONLY way to do business well.
  • Figuring out the right questions to ask takes time and energy.
  • With the POWER OF YES! anything is possible.

Working as a team to create these statements led me to a deeper understanding of the difference between doing and being. For too long, I’ve been caught up in the doing without spending enough time working on a foundation of being. Maybe you’ve been in the same boat?

What I Did And What You Can Do

In December, I spent a retreat weekend with my group from the North Star Receivers. Throughout the weekend, we examined at our lives and challenged each other to engage some hard questions, which led to even more clarity about my beliefs. My challenge for you this week is to do the same. Take some time to claim what you BELIEVE through these questions:

  • What conversations do I need to have?
  • What relationships do I need to address, let go of, or heal?
  • What activities do need to stop doing?
  • What activities do I need to start doing?
  • What am I going to do about “me” time?
  • What support do I need and what support am I open to receiving?
  • What is my mantra and brand that I want to live out?
  • What’s the impact I want to have in the world?

Enjoy!

NBC-Believe-logo

Consumer Experience, Culture, Design, Design Thinking, Empathy, Healthcare, Human-Centered Design, Innovation, Patient Experience, Power of Yes, storytelling

#NoLimits at NGPX2017—The Power of Humanizing Care


The Story

Kate&ShawnImagine with me: you are a mother, a wife, and a nurse—and you have cancer. You’re on your way to yet another medical appointment, which is now a significant part of your schedule. You walk into the doctor’s office and, without looking up, the receptionist greets you by simply saying, “leukemia!” At that moment, you realize you aren’t a mother in their eyes, or a wife, or a nurse. You’re not even a human. YOU ARE NOW CANCER. This happened to a friend of mine, Kate Sims, 17 years ago. Though she is now cancer free, she gets a lump in her throat when she recounts this story. It was the moment she realized that it’s possible to feel non-human.

And then there’s my buddy, Jake French. He tells a powerful story about a strange jake french#2accident that left him as a quadriplegic in his early 20’s. In a brief moment, his dreams of working for the forestry department and spending long days exploring the outdoors were shattered. One of the first things he remembers after the accident was waking up in a hospital bed being told by the surgeon, “Jake, you will never walk again. You will never feel anything in your arms or hands, or be able to use them again.” Words that could possibly be true, but not the first words he needed to hear after his accident.

These are just two stories that affected me and my team at the Next Generation Patient Experience Conference in San Diego, CA. I had the honor of being one of the chairs of the conference this year and to be involved in several of the sessions. We met amazing people and heard powerful, transformative stories about the great things being done in hospital systems and medical practices around the world to improve the patient experience. One of the highlights for me, was giving the opening remarks for the conference, The Power of Yes! In Health Care (vs. The Power of No! In Healthcare).

What We Learned And What You Can Learn

  1. The Power of Community – As a team, we were reminded that working in this space (improving patient experience) is challenging and complicated. Though it’s a constant uphill battle, our passion was ignited for continuing to be thought leaders and disrupters. Most importantly, we were reminded that we need to humanize care more now than ever before, as evidenced in the two stories above.
  2. The “Hi Ya” Principle – Jake French taught us that, in health care, there are a few four-letter words that need to removed from everyone’s vocabulary: Can’t, Don’t, and Won’t. When you hear these words you need to use your loudest Screenshot 2017-11-30 06.50.39Hi Ya!” and kick them out, which is happening in the picture of Jake above.
  3. Keep It Simple – Our group led two roundtable sessions where we asked each participant to step into the patient’s role and share the things that mattered most to them. We gathered 100+ ideas that we will organize visually into a constant reminder of the patient’s voice in the disruption process. The truly amazing thing here is that none of the ideas were complicated or difficult. As a matter of fact, the best ideas were pretty darn simple, but these ideas have been held up by an overly-complicated health care system!

What We Will Do And What You Can Do

I have heard this said many times over the past few days: “We are all still humans.”  In the heat of the moment , however, when care is being provided, it’s too easy for the humanity to get lost.

Mark_NGPX

Here at the Nason Group, we have put a stake in the ground to make sure that we work to keep the humanity in patient care. After all, one of our core beliefs is:

Engaging consumers’ stories and voices are mission-critical when exploring new ideas and the ONLY way to do business well.

We will not waver from this! 

We will not compromise this!

We will be champions for humanizing care!

Today, we are launching a new web address (humanizingcare.health) as a reminder to us to always keep the humanity in health care.

Here is our ask of you: Take time to examine your care models, your processes, your values, and your core beliefs to make sure they are human-centered.

And then, live them out! Champion with us to make sure patient experience, member experience, and provider experience are the top priorities in your organization.

Mark_NGPX


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Consumer Experience, Culture, Empathy, Human-Centered Design, Leadership, Power of Yes, Uncategorized, Wearable Tech

LuLaRoe: Will You Make It Right?


The Story…

Imagine with me, you are sitting at your desk, maybe at your dining room table, possibly even on your couch. The day has come! The biggest product launch in the company’s history. You are logged in, chatting with other team members. Your nerves are building up! The time comes and you get your lottery number. Not the best number, but you have one. You will spend the next hour waiting and wondering what product will still be available and to your surprise, NONE! This happened to my wife yesterday and many of her friends as LuLaRoe was launching the new NOIR collection (all black)! Many of these consultants had done pre-sales, had planned big launches, and nothing left! Zero! Zilch! Zip! 

I will do my best to present facts and truth in this next section. Here is what I have learned:

  • There are over 80,000+ consultants and somewhere around number 3,000, all stock was gone.
  • There were no limits put on orders, so the bigger consultant shops bought thousands of pieces, while the little shops got nothing.
  • At this point, LuLaRoe has not sent any communication out to their consultants.

So, this means that only about 3% of consultants were allowed to order anything. Some of the bigger consultants placed orders that were over $100,000 dollars.

And, the C-suite silent!

LuLaRoe Pic

What We Learned And What You Can Learn…

There are several things we have learned in this process. What I am going to share is the positive, because I refuse to give LuLaRoe anymore brain power on this.

  1. We have amazing friends, customers, and partners in this business. We have all pulled together and we will be fine!
  2. As a small business owner myself, many of these consultants are small business owners. Support small businesses whenever you can!!!
  3. No matter what you do, stay true to what you stand for. Don’t waiver. Don’t be swayed. And, never allow money to be the driving factor.
  4. If you are going to have a mission statement like the one below, be ready to make it right at all times, no matter the cost.

LuLaRoe+MISSION-STATEMENT-HORIZONTAL+(1)

What We Will Do And What You Can Do…

I am always about taking the high road and giving people second chances. So we will do that; we will give LuLaRoe the chance to make it right. If you are a consumer, send messages via social media.  Let the company know how disappointed you are in this situation. If LuLaRoe is who they say they are, they will make it right.

So, I will close with this statement:

Deanne Brady, Mark Stidham, and LuLaRoe executives will you say, sorry? And, how will you make it right? 

Sorry