lx design sprint€¦ · • simplified learner personas (8.5 x 11) • to-be empathy canvas (24 x...
TRANSCRIPT
LX Design Tribe Tools by Phylise Banner
LX DESIGN SPRINT from the LX Design Tribe Tool Set
A Learning Experience (LX) Design sprint is a fast-paced group exercise designed to promote creative thinking and rapid prototyping (low-fidelity). With a focus on empathizing with our learners, this sprint empowers teams to collaborate on finding a novel solution to a reasonable design challenge.
The files in this packet support an LX Design sprint. You can use these files to explore your own practice, or to host an LX Design Sprint with a group of participants. Feel free to modify these files to suit your specific environment. Included in this packet:
• “How Might We” design challenge statements (8.5 x 11) • Simplified learner personas (8.5 x 11) • To-Be Empathy canvas (24 x 36) • Key Insights canvas (8.5 x 11) • Blank “How Might We” reframing canvas (8.5 x 11) • Six Ideas in Three Minutes canvas (24 x 36) • Prototype canvas (8.5 x 11)
Preparing for the Design Sprint In advance of the LX Design Sprint, explore the options available for design challenges and personas you think would work best within the narrative that you can construct around each. Note that the sprint works best when participants collaborate in groups of 6-10.
1. Choose at least one of the “How Might We” statements as the design challenge you want to use in your design sprint.
2. Select 3-4 personas that would work within the framework of the design challenge(s) that you have selected.
3. Print out the design challenge and personas you have selected to distribute to your attendees.
4. Print out the design sprint canvases (1 for each group). Note that two of the canvases are 24x36 inches. You can print them smaller if you do not have access to a large format printer.
In addition to the sprint materials in this packet, you will need:
• Markers/pens • Sticky notes (small square ones work well)
It is best to set up the room with everything out in advance of the session.
LX Design Tribe Tools by Phylise Banner
Facilitating the Design Sprint Welcome your team, and invite them to tap into their creativity and imagination as you work through each of these steps:
1. Articulate the design challenge 2. Introduce the personas 3. Work through the To-Be Empathy canvas 4. Take the pulse of the room 5. Identify obstacles and possibilities with the Key Insights canvas 6. Complete the 6 Ideas in 3 Minutes canvas 7. Share low-fidelity prototypes
1. Articulate the design challenge.
I highly encourage you to build out a narrative around the challenge. Feel free to create a new challenge that would resonate better with your team. Timing: Take as much time as needed to establish the scenario here, but avoid taking too much time answering questions in advance.
2. Introduce the personas and ask participants to review them. Note that these are highly simplified personas intended to guide deeper exploration of the design challenge, and how/what/why our learners might be thinking, feeling, saying or doing. Timing: 5-8 minutes
3. Work through the To-Be Empathy canvas. Guide participants to use the sticky notes to add their insights from the personas to the canvas. Prompt them to think deeply about how the learners are thinking/feeling/doing now, and how we want them to be thinking/feeling/doing in the future. Have them consider what it might take to get the learners from “now” to the “future”. It is helpful to review the question prompts on the canvas and use them as you guide participants through this step. Timing: 15-20 minutes
4. Take the pulse of the room. Have learners share out some key things they have discovered up to this point. Options are to have someone from each group move to another group and share, or to openly ask for input. I ask folks to “shout out” one thing that stands out for them in the process up to this point. Timing: 2-5 minutes
5. Identify obstacles and possibilities with the Key Insights canvas. Have learners take what they have discovered in the To-Be process and articulate what they think the true design challenge is. This is one method of honing our “How Might We” statements. It’s a bit like Mad Libs! Encourage your participants to share these with the room as they complete them. Timing: 5-8 minutes
LX Design Tribe Tools by Phylise Banner
6. Complete the Six Ideas in Three Minutes canvas. Note that this canvas has three parts: Six Ideas; Insights; and Possibilities. Part 1: Warn participants in advance that they will only have three minutes (feel free to change this if you feel you need more time). Participants only need to complete the Six Ideas in the allotted time. Parts 2 and 3: Give participants another 5 minutes to discuss and jot down their reasons why these ideas came to mind, and how they might manifest in response to the design challenge. Total Timing: 8-10 minutes
7. Share low-fidelity prototypes. Based on the ideas generated in the prior step, have participants agree on one idea to put forward as a prototype in response to the design challenge. In this design sprint, a prototype can be as simple as a description or illustration of a solution. These descriptions can range from simple and elegant to elaborate and seemingly impractical. Every prototype should be considered a triumph in this space! I have used collaborative technologies to enable participants to share their prototypes, and display them on a screen in the room as they are entered in. Timing: 8-10 minutes
LX Design Tribe Tools by Phylise Banner
“How Might We” Design Challenge
Statements
LX D
esig
n Tr
ibe
Tool
s by
Phy
lise
Bann
er
Des
ign
Cha
lleng
e
How
mig
ht w
e in
tegr
ate
VR in
to
our c
usto
mer
se
rvic
e tr
aini
ng?
LX D
esig
n Tr
ibe
Tool
s by
Phy
lise
Bann
er
Des
ign
Cha
lleng
e
How
mig
ht w
e us
e
the
feat
ures
of o
ur
LMS
to m
ake
com
plia
nce
trai
ning
m
ore
enga
ging
?
LX D
esig
n Tr
ibe
Tool
s by
Phy
lise
Bann
er
Des
ign
Cha
lleng
e
How
mig
ht w
e us
e on
line
mee
ting
too
ls
to d
eliv
er le
ader
ship
tr
aini
ng t
o ou
r ent
ire
glob
al w
orkf
orce
?
LX D
esig
n Tr
ibe
Tool
s by
Phy
lise
Bann
er
Des
ign
Cha
lleng
e
How
mig
ht w
e ta
p in
to
our m
ulti
gene
rati
onal
w
orkf
orce
to
shap
e ou
r te
chno
logy
road
map
?
LX D
esig
n Tr
ibe
Tool
s by
Phy
lise
Bann
er
Des
ign
Cha
lleng
e
How
mig
ht w
e us
e vi
deo
and
audi
o te
chno
logi
es t
o pr
omot
e a
cult
ure
of
incl
usio
n?
LX D
esig
n Tr
ibe
Tool
s by
Phy
lise
Bann
er
Des
ign
Cha
lleng
e
How
mig
ht w
e us
e lo
cati
on-b
ased
te
chno
logy
to
prov
ide
just
-in-
tim
e tr
aini
ng?
LX Design Tribe Tools by Phylise Banner
Learner Personas
Act
ions
Am
and
a w
orks
in t
he R
&D
la
b a
nd is
resp
onsi
ble
for
test
ing
new
eq
uip
men
t.
She
ofte
n fin
ds
hers
elf
dis
tra
cted
by
irrel
eva
nt
cont
ent
whe
n lo
okin
g fo
r he
lp o
nlin
e in
the
com
pa
ny
know
led
ge
ba
se.
Whe
n th
ing
s b
rea
k d
own
in t
he la
b, A
ma
nda
ha
s st
art
ed t
o a
sk h
er
colle
ag
ues
to fi
x th
ing
s,
rath
er t
han
lea
rnin
g h
ow
to fi
x th
ing
s he
rsel
f.
Am
and
aLa
b T
echn
icia
n
at
GH
I Sof
twa
re
Cha
ract
er: L
oya
list
Am
and
a h
as
bee
n w
ith
the
com
pa
ny fo
r 4 y
ears
.
“I w
ish
I had
eas
y ac
cess
rele
vant
tra
inin
g w
hen
and
whe
re I
need
it. E
very
tim
e a
com
pone
nt b
reak
s do
wn,
I n
eed
to s
top
wha
t I’m
doi
ng a
nd c
heck
the
kno
wle
dge
base
for s
tep-
by-s
tep
repa
ir in
stru
ctio
ns.”
C
omp
uter
PC
at
wor
k M
ac
at
hom
e
Mob
ile
iPho
ne
Tab
let
Su
rfa
ce P
ro a
t W
ork
Go-
To R
esou
rces
C
olle
ag
ues
Frus
tra
tion
s
�D
ocum
enta
tion
is h
ard
to
find
and
na
vig
ate
�
Tra
inin
g o
ffer
ed b
y H
R is
out
of d
ate
a
nd ir
rele
vant
�
Ma
nag
emen
t is
tire
d o
f em
plo
yees
a
skin
g fo
r mor
e us
eful
tra
inin
g
ma
teria
ls
Exp
ecta
tion
s �
Jus
t-in
-tim
e tr
ain
ing
inte
gra
ted
in
to t
he e
very
da
y w
orkfl
ow
�
Op
por
tuni
ties
to
“lea
rn b
y d
oing
”
�
Mob
ile e
nab
led
lea
rnin
g c
onte
nt
�
Acc
ess
to m
ento
rs w
ith
a s
ubst
ant
ial
am
ount
of c
omp
any
exp
erie
nce
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Ca
nda
ceC
hief
Lea
rnin
g O
ffice
ra
t G
HI S
oftw
are
Cha
ract
er: A
chie
ver
Ca
nda
ce h
as
bee
n w
ith
the
com
pa
ny fo
r 11 y
ears
.
“I s
triv
e t
o cr
eate
aut
hent
ic le
arni
ng s
olut
ions
tha
t
enab
le e
mpl
oyee
s to
exp
erie
nce
real
isti
c w
ork
si
tuat
ions
. I w
ant
our l
earn
ers
to b
e ab
le t
o ap
ply
w
hat
they
hav
e le
arne
d to
the
ir ac
tual
job.
”
Act
ions
Ca
nda
ce is
pa
ssio
nate
a
bou
t th
e in
teg
rati
on o
f te
chno
log
y in
to le
arn
ing
so
luti
ons
and
is a
lwa
ys o
n th
e lo
okou
t fo
r inn
ova
tive
a
pp
roa
ches
.
Ca
nda
ce h
as
a s
tella
r re
cord
sho
win
g k
ey
sta
keho
lder
s th
at
the
in
vest
men
t in
lea
rnin
g
and
dev
elop
men
t is
w
orth
whi
le.
She
cons
ider
es h
erse
lf to
b
e ex
trem
ely
tech
-sa
vvy.
C
omp
uter
PC
at
wor
k PC
at
hom
e
Mob
ile/T
ab
let
M
ulti
ple
dev
ices
us
ed t
o ke
ep t
rack
of
tec
h in
nova
tion
s
Go-
To R
esou
rces
C
omp
any
Intr
ane
t TE
D
Ca
pte
rra
Frus
tra
tion
s
�R
FP p
roce
ss t
ake
s to
o lo
ng s
o a
cqui
red
lea
rnin
g t
echn
olog
y d
oes
not
refle
ct a
dva
nces
in c
ap
ab
iliti
es
�
Com
pa
ny e
mp
loye
es re
luct
ant
ly
pa
rtic
ipa
te in
req
uire
d c
omp
lianc
e tr
ain
ing
act
ivit
ies
�
Fea
r of c
hang
e a
t a
ll le
vels
of t
he
org
ani
zati
on
Exp
ecta
tion
s �
Fully
fund
ed b
udg
et b
ase
d o
n cl
ear
lea
rnin
g e
valu
ati
on m
etric
s
�
Ad
dit
iona
l fun
din
g fo
r the
rese
arc
h a
nd in
teg
rati
on o
f inn
ova
tive
lea
rnin
g
tech
nolo
gie
s
�
Sup
por
t fo
r the
ad
opti
on o
f in
form
al l
earn
ing
sol
utio
n d
esig
ns
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Yael
leSo
ftw
are
Eng
inee
rG
HI S
oftw
are
Cha
ract
er: E
nthu
sia
st
Yael
le h
as
bee
n w
ith
the
com
pa
ny fo
r 3 y
ears
.
“I lo
ve m
y te
am a
nd w
e ar
e lik
e a
fam
ily, b
ut I
know
so
littl
e ab
out
the
othe
r tea
ms
that
we
wor
k w
ith.
I k
now
it w
ould
hel
p on
so
man
y le
vels
if w
e co
uld
bu
ild a
brid
ge a
cros
s th
ese
silo
s.”
Act
ions
Yael
le is
an
outg
oing
p
erso
n w
ho w
orks
ha
rd
to b
uild
com
mun
ity
and
a
nd a
cul
ture
of i
nclu
sion
a
mon
g h
er c
olle
ag
ues.
She
act
ivel
y re
ach
es o
ut
to t
he s
oftw
are
eng
inee
rs
on t
he c
omp
any
’s F
inla
nd
tea
m t
o le
arn
mor
e a
bou
t th
eir c
ultu
re a
nd
ap
pro
ach
es t
o w
ork-
life
ba
lanc
e.
Yael
le e
mb
race
s th
e te
rm
“mill
enia
l”.
C
omp
uter
M
ac
at
wor
k M
ac
at
hom
e
Mob
ile/T
ab
let
M
ulti
ple
dev
ices
us
ed t
o ke
ep t
rack
of
tec
h in
nova
tion
s
Go-
To R
esou
rces
R
edd
it
Tech
Cru
nch
Fast
Com
pa
ny
Frus
tra
tion
s
�In
cons
iste
nt u
se o
f sof
twa
re a
nd
hard
wa
re a
cros
s th
e g
lob
al e
nter
pris
e
�
No
clea
r mes
sag
e a
bou
t co
mp
any
cu
ltur
e or
how
an
ind
ivid
ual c
an
sha
pe
tha
t cu
ltur
e
�
Silo
s m
ake
it d
ifficu
lt t
o to
kno
w
(and
wor
k w
ith)
oth
er t
eam
s a
roun
d
the
wor
ld
Exp
ecta
tion
s �
Acc
ess
to c
omm
unic
ati
on a
nd
colla
bor
ati
on t
echn
olog
ies
�
Sup
por
t fo
r the
use
of a
vaila
ble
co
mm
unit
y en
ga
gem
ent
tool
s w
ithi
n th
e co
mp
any
LM
S
�
Org
ani
zati
on-w
ide
cult
ure
of
div
ersi
ty a
nd in
clus
ion
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Siob
han
Cus
tom
er S
ervi
ce R
epG
HI S
oftw
are
Cha
ract
er: H
elp
er
Siob
han
has
bee
n w
ith
the
com
pa
ny fo
r 2 y
ears
.
“Aft
er t
wo
year
s, I’
m s
till
afra
id t
hat
I will
do
som
ethi
ng
awfu
l whe
n I’m
dea
ling
wit
h a
diffi
cult
cus
tom
er. M
y
colle
ague
s te
ll m
e to
just
kee
p tr
ying
, and
I kn
ow t
hat
I n
eed
mor
e ex
perie
nce.
I am
just
so
afra
id o
f fai
ling.
”
Act
ions
Siob
han
likes
to
help
cu
stom
ers
find
wha
t th
ey
need
onl
ine,
as
long
as
they
are
cle
ar a
bou
t w
hat
they
act
ually
nee
d.
She
enco
ura
ges
cus
tom
ers
to u
se s
ocia
l med
ia t
ools
to
find
sol
utio
ns t
o th
eir
pro
ble
ms,
hel
pin
g t
hem
le
arn
to
help
the
mse
lves
.
She
has
trou
ble
dea
ling
w
ith
irate
cus
tom
ers,
and
ty
pic
ally
ca
lls a
sup
ervi
sor
to h
elp
if is
sues
aris
e.
C
omp
uter
PC
at
wor
k
Mob
ile/T
ab
let
Sa
msu
ng G
ala
xy
Am
azo
n Fi
re T
ab
let
Go-
To R
esou
rces
C
omp
any
Intr
ane
t
FAQ
s Q
uora
Frus
tra
tion
s
�N
o a
cces
s to
imm
ersi
ve s
oft-
skill
s tr
ain
ing
tha
t a
llow
s fo
r fa
ilure
�
Lim
ited
tim
e d
urin
g w
ork
hour
s fo
r p
rofe
ssio
nal d
evel
opm
ent
�
Out
da
ted
FA
Qs
tha
t d
o no
t re
flect
ho
w u
sers
are
inte
ract
ing
wit
h th
e p
rod
uct
and
/or t
echn
olog
y
Exp
ecta
tion
s �
Ace
ss t
o ne
w s
kills
tra
inin
g w
ithi
n a
sa
fe a
nd n
on-c
ritic
al e
nviro
nmen
t
�
Sup
por
t fo
r pro
fess
iona
l dev
elop
men
t w
ithi
n a
nd o
utsi
de
the
org
ani
zati
on
�
Tech
nolo
gy
and
doc
umen
tati
on t
hat
cont
inuo
usly
evo
lve
to s
upp
ort
the
cust
omer
ser
vice
tea
m
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Isht
iTr
ain
ing
Fa
cilit
ato
rG
HI S
oftw
are
Cha
ract
er: C
halle
nger
Isht
i ha
s b
een
wit
h th
e co
mp
any
for 2
7 ye
ars
.
“I’v
e be
en a
roun
d fo
r a w
hile
, and
my
expe
rienc
e te
lls
me
to b
e th
ough
tful
whe
n ad
opti
ng a
new
tec
hnol
ogy.
I w
ant
to k
now
how
the
se e
xist
ing
(and
futu
re) t
ools
and
ap
plic
atio
ns a
re g
oing
to
help
our
lear
ners
.
Act
ions
Isht
i is
a m
id-c
are
er
sea
sone
d t
rain
er w
ho is
he
sita
nt t
o a
dop
t ne
w
tech
nolo
gie
s.
A b
it s
kep
tica
l of b
lend
ed
lea
rnin
g, I
shti
mis
ses
bei
ng
in fr
ont
of t
he c
lass
room
.
He
wou
ld li
ke t
o kn
ow
mor
e a
bou
t em
erg
ing
te
chno
log
y a
nd h
ow it
m
ight
hel
p h
is le
arn
ers
- a
s lo
ng a
s it
enh
anc
es t
he
tra
inin
g e
xper
ienc
e a
nd is
ea
sy t
o le
arn
.
C
omp
uter
PC
at
wor
k PC
at
hom
e
Mob
ile/T
ab
let
iP
hone
iP
ad
Go-
To R
esou
rces
C
olle
ag
ues
Ma
ga
zine
s Li
nked
In
Frus
tra
tion
s
�Le
ad
ersh
ip d
oes
not
cons
ider
the
im
pa
ct t
echn
olog
y in
itia
tive
s m
ight
ha
ve o
n hu
ma
n in
tera
ctio
ns
�
Ever
yone
get
s ex
cite
d a
bou
t ju
st
ano
ther
new
shi
ny t
echn
olog
y
wit
hout
a p
lan
for t
he fu
ture
�
Mill
enni
als
are
driv
ing
all
tech
nolo
gy
dec
isio
ns
Exp
ecta
tion
s �
Rec
ogni
tion
and
resp
ect
for
exp
erie
nce
and
exp
erti
se
�
Tra
inin
g o
pp
ortu
niti
es t
arg
eted
to
a
mul
ti-g
ener
ati
ona
l wor
kfor
ce
�
An
open
ness
to
wis
dom
tha
t
com
es w
ith
ag
e
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Skye
Solu
tion
s A
rchi
tect
G
HI S
oftw
are
Cha
ract
er: I
ndiv
idua
list
Skye
ha
s b
een
wit
h th
e co
mp
any
for 1
yea
r.
“I k
now
tha
t I c
an s
hape
our
tec
hnol
ogy
to b
ette
r mee
t th
e ne
eds
of o
ur c
lient
s. I
wis
h m
y vo
ice
carr
ied
mor
e w
eigh
t wit
hin
the
com
pany
. I k
now
I co
uld
help
us
in
nova
te a
nd h
ave
a co
mpe
titi
ve e
dge.
”
Act
ions
Skye
wor
ks w
ith
GH
I clie
nts
to e
nsur
e a
sea
mle
ss
inte
gra
tion
of t
echn
olog
y in
to t
heir
wor
kflow
.
Skye
is a
n a
vid
soc
ial
med
ia u
ser,
and
oft
en
pro
mot
es t
he u
se o
f new
to
ols
and
tec
hnol
ogie
s to
th
e So
luti
ons
tea
m le
ad
er.
Skye
feel
s th
at
his
in
nova
tive
vis
ion
and
a
pp
roa
ches
are
not
alw
ays
w
elco
med
by
old
er t
eam
m
emb
ers.
C
omp
uter
PC
and
Ma
c a
t w
ork
Ma
c a
t ho
me
Mob
ile/T
ab
let
Sa
msu
ng G
ala
xy
Surf
ace
Pro
Go-
To R
esou
rces
R
edd
it
Inno
vatio
n Ex
celle
nce
Idea
to
Valu
e
Frus
tra
tion
s
�Le
ad
ersh
ip re
qui
res
a fo
rma
l rev
iew
of
tec
hnol
ogy
tool
s or
ap
ps
bef
ore
they
ca
n b
e us
ed b
y a
tea
m
�
Tea
m m
emb
ers
do
not
cons
ider
the
b
enefi
ts o
f inn
ova
tion
and
cha
nge
�
Old
er g
ener
ati
ons
are
unw
illin
g t
o a
ccep
t th
e q
uick
pa
ce o
f cha
nge
in
tech
nolo
gy
cap
ab
iliti
es
Exp
ecta
tion
s �
Will
ing
ness
to
emb
race
inno
vati
on
and
cha
nge
�
Sup
por
t fo
r tec
hnol
ogy
exp
lora
tion
re
late
d t
o cl
ient
sol
utio
ns
�
Roo
m t
o co
ntrib
ute
to t
he fu
ture
op
era
tion
s a
nd p
oten
tia
l of t
he
com
pa
ny
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Wa
llace
Com
plia
nce
Ma
nag
erG
HI S
oftw
are
Cha
ract
er: I
nves
tig
ato
r
Wal
lace
has
bee
n w
ith
the
com
pa
ny fo
r 9 y
ears
.
“Tec
hnol
ogy
has
enab
led
me
to le
arn
wha
t I w
ant,
w
hen
and
whe
re I
wan
t to
lear
n. I
wis
h ev
eryo
ne a
t G
HI
shar
ed m
y pa
ssio
n fo
r lea
rnin
g. M
y go
al is
to
find
a w
ay
to le
vera
ge t
he t
ech
we
have
to
do ju
st t
hat!
”
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Act
ions
Wa
llace
ma
nag
es a
tea
m
of l
ega
l pro
fess
iona
ls, a
nd
is a
n a
vid
life
long
lea
rner
.
He
sees
tec
hnol
ogy
as
a
mea
ns t
o su
pp
orti
ng a
ny
and
all
lea
rnin
g, a
nd is
op
en t
o tr
ying
new
too
ls
and
ap
plic
ati
ons.
Wa
llace
oft
en p
ilots
ne
w t
echn
olog
ies
for
othe
r tea
ms
and
pro
vid
es
in-d
epth
feed
ba
ck o
n
the
via
bili
ty a
nd u
sab
ility
of
the
pro
pos
ed s
olut
ion.
C
omp
uter
PC
at
wor
k
Mob
ile/T
ab
let
iP
hone
iP
ad
Go-
To R
esou
rces
TE
D
Ude
my
EdEX
Li
nked
In L
earn
ing
Frus
tra
tion
s
�IT
lea
der
s a
re h
esit
ant
to
ena
ble
th
e so
cia
l com
pon
ents
of t
he L
MS
�
Com
plia
nce
dep
art
men
t is
silo
ed
from
oth
er H
R a
nd t
rain
ing
func
tion
s
�
Tra
inin
g s
olut
ions
pro
pos
ed b
y
leg
al t
eam
ten
d t
o le
ave
out
the
hu
ma
n el
emen
t
Exp
ecta
tion
s �
Sup
por
t fo
r soc
ial a
nd in
form
al
lea
rnin
g a
cros
s a
ll su
bje
ct a
rea
s
�
Feed
ba
ck a
nd re
por
ting
ta
ken
into
co
nsid
era
tion
dur
ing
dec
isio
n m
aki
ng
pro
cess
es
�
Roo
m t
o co
ntrib
ute
to t
he fu
ture
op
era
tion
s a
nd p
oten
tia
l of t
he
com
pa
ny
Ann
ika
Clie
nt S
ervi
ces
Ma
nag
erG
HI S
oftw
are
Cha
ract
er: R
efor
mer
Ann
ika
ha
s b
een
wit
h th
e co
mp
any
for 9
yea
rs.
“I k
now
we’
re in
man
y di
ffer
ent
tim
e zo
nes,
but
I st
ill
thin
k w
e ca
n bu
ild a
com
mun
ity
of p
ract
ice
for o
ur
cust
omer
ser
vice
sta
ff. T
hink
of w
hat
they
cou
ld le
arn
from
eac
h ot
her i
f the
y ha
d th
e op
port
unit
y to
sha
re!”
Act
ions
Ann
ika
ma
nag
es o
ver
500
cus
tom
er s
ervi
ce
pro
fess
iona
ls a
roun
d t
he
wor
ld.
She
has
a s
tella
r rec
ord
of
emp
loye
e re
tent
ion,
and
is
com
mit
ted
to
upsk
illin
g
her s
taff
on
a re
gul
ar b
asi
s.
Ann
ika
is e
xplo
ring
wa
ys
tha
t te
chno
log
y ca
n b
ring
he
r dis
per
sed
tea
ms
to
get
her,
and
pro
vid
e re
al
lea
rnin
g e
xper
ienc
es a
t th
e sa
me
tim
e.
C
omp
uter
PC
at
wor
k PC
at
hom
e
Mob
ile/T
ab
let
G
oog
le P
ixel
iP
ad
Go-
To R
esou
rces
Sa
lesf
orce
Sl
ack
Zoom
Li
nked
In L
earn
ing
Frus
tra
tion
s
�St
aff
mem
ber
s a
re li
ving
and
w
orki
ng in
diff
eren
t ti
me
zone
s,
ma
king
it d
ifficu
lt t
o b
uild
com
mun
ity
�
Lim
ited
acc
ess
to im
mer
sive
sof
t-sk
ills
tra
inin
g t
hat
allo
ws
for i
nter
act
ion
and
failu
re
�
Lim
ited
tim
e d
urin
g w
ork
hour
s fo
r p
rofe
ssio
nal d
evel
opm
ent
Exp
ecta
tion
s �
Sup
por
t fo
r soc
ial a
nd in
form
al
lea
rnin
g a
cros
s a
ll su
bje
ct a
rea
s
�
Tra
inin
g o
pp
ortu
niti
es t
arg
eted
to
a
glo
ba
l wor
kfor
ce
�
Sup
por
t fo
r the
use
of a
vaila
ble
co
mm
unit
y en
ga
gem
ent
tool
s
wit
hin
the
com
pa
ny L
MS
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Ben
jiR
&D
Ma
nag
erG
HI S
oftw
are
Cha
ract
er: P
eace
ma
ker
Ben
ji ha
s b
een
wit
h th
e co
mp
any
for 1
1 yea
rs.
“I’v
e be
en t
aske
d w
ith
brin
ging
just
-in-
tim
e tr
aini
ng t
o m
y te
am, b
ut w
hat
abou
t th
e en
tire
org
aniz
atio
n?
I wan
t to
be
the
kind
of m
anag
er t
hat
leve
rage
s
tech
nolo
gy s
olut
ions
thr
ough
out
the
enti
re c
ompa
ny.”
Act
ions
Ben
ji is
new
to
ma
nag
ing
th
e R
&D
tea
m, a
nd is
lo
okin
g fo
r wa
ys t
o
imp
rove
acc
ess
to t
rain
ing
.
Whi
le re
cent
ly in
the
lab,
he
not
iced
tha
t w
hen
pro
ble
ms
aris
e, t
he R
&D
te
chs
lea
ve t
he la
b a
nd g
o b
ack
to
thei
r des
ks t
o lo
ok
up s
olut
ions
.
Lea
der
ship
ha
s ta
sked
B
enji
wit
h fin
din
g a
wa
y to
b
ring
just
-in-
tim
e tr
ain
ing
in
to t
he la
b.
C
omp
uter
PC
at
wor
k M
ac
at
hom
e
Mob
ile/T
ab
let
iP
hone
iP
ad
Go-
To R
esou
rces
M
ind
Tool
s C
olle
ague
s Li
nked
In L
earn
ing
Frus
tra
tion
s
�St
aff
mem
ber
s a
re n
ot p
art
icip
ati
ng
in t
rain
ing
off
ered
by
HR
�
Litt
le o
r no
acc
ess
to t
rain
ing
re
sour
ces
for s
taff
wor
king
in t
he
R&
D la
b
�
Poss
ible
just
-in-
tim
e tr
ain
ing
sol
utio
ns
for t
he e
ntire
org
ani
zati
on a
re n
ot
bei
ng c
onsi
der
ed
Exp
ecta
tion
s �
Ace
ss t
o ne
w s
kills
tra
inin
g w
ithi
n a
sa
fe a
nd n
on-c
ritic
al e
nviro
nmen
t
�
Roo
m t
o co
ntrib
ute
to t
he fu
ture
op
era
tion
s a
nd p
oten
tia
l of t
he
com
pa
ny
�
Fund
ing
for t
he re
sea
rch
and
in
teg
rati
on o
f inn
ova
tive
lea
rnin
g
tech
nolo
gie
s
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
Ma
yaIn
tern
GH
I Sof
twa
re
Cha
ract
er: E
nthu
sia
st
Aman
da h
as b
een
with
the
com
pany
for 3
mon
ths.
“The
re a
re s
o m
any
brill
iant
peo
ple
wor
king
at
GH
I!
They
real
ly g
et w
hy I
love
tec
hnol
ogy.
I ju
st w
ish
that
m
y vo
ice
mat
tere
d. M
aybe
if t
hey
hire
me
whe
n I
grad
uate
, my
stor
ies
will
mak
e a
diff
eren
ce.”
Act
ions
Ma
ya b
ring
s a
bre
ath
of
fres
h a
ir to
GH
I. Sh
e lo
ves
to s
hare
new
tec
h to
ols
and
ap
plic
ati
ons
to m
ake
he
r col
lea
gue
’s w
ork
easi
er.
Ma
ya w
ould
love
to
have
in
put
into
tec
hnol
ogy
ad
opti
on d
ecis
ions
and
is
ea
ger
to
pro
vid
e fe
ed-
ba
ck o
n p
ilot
init
iati
ves.
Ma
ya w
ill b
e g
rad
uati
ng
in J
une
and
hop
es t
o b
e hi
red
full-
tim
e in
the
R&
D
lab
at
GH
I.
C
omp
uter
PC
at
wor
k M
ac
at
hom
e
Mob
ile/T
ab
let
iP
hone
iP
ad
Go-
To R
esou
rces
Tw
itte
r R
eddi
t M
ediu
m
NPR
Frus
tra
tion
s
�La
ck o
f int
eres
t in
fres
h id
eas
or
per
sona
l sto
ries
�
Litt
le o
r no
opp
ortu
nity
for
inte
ract
ion
outs
ide
the
inte
rn p
ool
�
Lea
der
ship
ha
s lit
tle
or n
o in
tere
st in
he
arin
g fr
om in
nova
tive
inte
rns
Exp
ecta
tion
s �
Rec
ogni
tion
and
resp
ect
for
nove
lty
and
insp
irati
on
�
Op
por
tuni
ties
ta
rget
ed t
o a
m
ulti
-gen
era
tion
al w
orkf
orce
�
Glo
ba
l, so
cia
l, a
nd in
spira
tion
al c
om-
mun
ica
tion
cha
nnel
s
This
sim
plifi
ed p
erso
na is
bas
ed o
n a
ficti
tiou
s ch
arac
ter a
nd w
as d
evel
oped
by
LX D
esig
n Tr
ibe
wor
ksho
p pa
rtic
ipan
ts.
LX Design Tribe Tools by Phylise Banner
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ENT
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RE
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RE
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RE
Empa
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e: T
o-Be
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nario
WH
AT W
E H
AVE
WH
AT W
E W
AN
TW
hat w
ill it
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e
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et u
s th
ere?
DOING THINKING FEELING
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ters
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pira
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earn
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ow?
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ay?
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ow d
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t do
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ter m
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our l
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me
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ou w
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our l
earn
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o? W
hat
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ou w
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hat
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hods
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roac
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egie
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em t
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Wha
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xper
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u w
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hat
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LX D
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Em
path
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Key
Insi
ghts
Our
lear
ners
__
__
__
__
__
__
_
beca
use _
__
__
__
__
__
__
__
_
but
__
__
__
__
__
__
__
__
__
_
yet
__
__
__
__
__
__
__
__
__
_
(act
ivit
y, a
ctio
n, s
itua
tion
)
(aim
, nee
d, o
utco
me)
(res
tric
tion
, obs
tacl
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21
3Id
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