Fredy Pascal gives a talk at UX STRAT Europe 2021 on the topic: "Human Experience Research Sprint For Innovation and Strategy"

1. HUMAN EXPERIENCE
RESEARCH SPRINT
Fredy Pascal

2. Start to ask…WHO ARE YOU?

3. USER YES BUT…NOT ONLY

4. CUSTOMER
TOO MUCH BASED ON
« HEY, PAY ME AND I GIVE YOU WHAT YOU « WANT »

5. HUMAN
?
MMMMM
OR A SUPERHERO TOO ?
I love Spiderman, please :-)

6. HUMAN EXPERIENCE
RESEARCH SPRINT
2020 - FREDY PASCAL

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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 ?