Identify What Your On-Boarding System Needs
we're going to start by identifying what your process needs. If you don't know what your people need, you can't give it to them, then we're going to analyze, analyze is one of my favorite words. We're going to analyze those needs and figure out how we can best meet them because remember it's not about getting people to a certain point. By certain point in time, it's about helping them to gain the knowledge, skills and attitudes to be able to do those things for themselves on their own time. Okay. And then the third thing is once we know what the process needs and how we're going to meet those needs, then we can assemble that all together into something that's going to be easy and effective. And so what we want to think about here in the first question we want to think about is what action do your customers need to take to be successful with what they've purchased. And so that's, that's the second piece of this equation, which is how often do they need to do these things? And so in your...
workbook, when you're thinking about what action they have to take and how frequently frequency can be once it can be just kind of semi regularly, it could be weekly, it could be daily. It could be something that's even more often than daily depending on what your product. I mean think about social media and how often we are all checking our facebook and our twitter, that is a multiple times daily thing that we need to do to take the best advantage of that product right? We need to be logging into facebook probably at least weekly, most of us are doing it multiple times daily in order to get the value out of that experience. So that's this first table that we've been working on here and it's a four column table, we're going to come back and fill in the next two columns in the next lesson. Okay, But basically this is the first half of figuring out what your system needs, is figuring out what your customers need to do because you're the expert here. The second half is actually something that comes back to what we were talking about with Michelle in the previous segment, which was that people get stuck when they're using our products or we often see it with our services and that's actually a really good indicator of where people are going to get stuck in our products is where have they been getting stuck in our services Because remember that curse of expertise were mostly guessing at this point, were mostly guessing about where people are going to get stuck when they use our product. You learn through experience though, that people get stuck at certain points. So this is going to be the next table that we're working on here and it's just two columns. Again, we're gonna fill in the second column in step two when we do our analysis, but what we want to think about here is where are people going to get stuck as they use your product? And so part of what we're doing when we're talking about, where are people going to get stuck is sometimes the key is to unlock boundaries. It's a mindset problem, right? Then we want to make it easier. But sometimes what we want to do to help people get unstuck is to make it smaller less intimidating. And that's the example of clear a smaller space. So when we think about as we move into the next lesson where we're going to be analyzing these needs, that's what we want to start thinking about, is how can we start to put in boundaries that will help our people move through this process and give them that deep breath, feeling like they're being taken care of.