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HUMAN EXPERIENCE
RESEARCH
SPRINT
Fredy Pascal’s
HUMAN EXPERIENCE
RESEARCH SPRINT
Fredy Pascal
Start to ask…WHO ARE YOU?
USER YES BUT…NOT ONLY
CUSTOMER
TOO MUCH BASED ON
« HEY, PAY ME AND I GIVE YOU WHAT YOU « WANT  »
HUMAN
?
MMMMM
OR A SUPERHERO TOO ?
I love Spiderman, please :-)
HUMAN EXPERIENCE
RESEARCH SPRINT
2020 - FREDY PASCAL
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
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
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
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
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
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
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
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
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
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
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
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
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
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 ?
Fredy Pascal’s
HUMAN EXPERIENCE
RESEARCH SPRINT
THE WORKSHOP
How to run your own HX Research Sprint
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
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
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
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
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
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
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
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
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
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
COFFEE / TEA
BREAK
☕🍵
AND NOW… 😏
COME BACK IN MINUTES PLEASE 👍
10
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
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
…?
CONGRATULATION
HX RESEARCH SPRINT
PRESENTATION
THANKS
FOR YOUR
PARTICIPATION
;-)
BUY THE PLAYBOOK ON AMAZON USE THE HX TOOLKIT
www.hxresearchsprint.com
Human Experience Research Sprint

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UX STRAT Europe 2021 Workshop: Fredy Pascal, BNP Paribas

  • 5. CUSTOMER TOO MUCH BASED ON « HEY, PAY ME AND I GIVE YOU WHAT YOU « WANT  »
  • 6. HUMAN ? MMMMM OR A SUPERHERO TOO ? I love Spiderman, please :-)
  • 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 ?
  • 22. Fredy Pascal’s HUMAN EXPERIENCE RESEARCH SPRINT THE WORKSHOP How to run your own HX Research 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
  • 33. COFFEE / TEA BREAK ☕🍵 AND NOW… 😏 COME BACK IN MINUTES PLEASE 👍 10
  • 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 …?
  • 36. CONGRATULATION HX RESEARCH SPRINT PRESENTATION THANKS FOR YOUR PARTICIPATION ;-) BUY THE PLAYBOOK ON AMAZON USE THE HX TOOLKIT www.hxresearchsprint.com Human Experience Research Sprint