Resources
Anyone can CX! (and how you can too)
Listen
Goals of this stage
Understand what changemakers are doing and why
Understand how people are feeling
Where are the bottlenecks
Tools to use
Journey map
Changemaker experience template to help you easily measure and improve your CX https://bit.ly/philanthropyCX
Interactions maps
Design
Goals of this stage
Engage changemakers
Co-create a future state
Meet people where they are
Tools to use
Engage changemakers where they are to co-design together
Online form collaboration
Co-create forms and fields together is one critical way to improve CX
Co-creation enables open dialogue between stakeholders to create understanding and balance needs
Digital tools make this easier!
Looking at a spreadsheet is very different than looking at a system. Collaborating on layout is important to maximize potential
Implement
Getting started
Map the “Changemaker Experience” of your org (not just grant application!); identify pain points and possibilities
Try micro-solutions
Test with Changemakers (stipends for testing!)
Listen, understand, and adapt (ongoing)
Going deeper
Create a “Changemaker Experience” community of practice in your org
Develop a framework for understanding and applying the “Changemaker Experience” relevant to your org
Launch a CX initiative for your org. Identify wins. Demonstrate meaningful improvement.
Advocate for changes in org structure, practices, and assessment to put the “Changemaker Experience” at the heart of your org’s cross-functional operations
Develop co-ownership. Develop org-wide feedback and adaptation loops
Books
The User Experience Team of One: A Research and Design Survival Guide
The Experience-Centric Organization: How to Win Through Customer Experience
The Design of Everyday Things by Donald A. Norman