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In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Kris Featheringham to uncover the secrets to human-centered design. Listen to the podcast below to discover how Kris combines both UX and CX to provide the ultimate tailored experience.
How Empathy Connects Agents and Customers
Director of Multifamily CX, UX, and Human-Centered Design at Freddie Mac, Kris Featheringham drives the human experience by incorporating empathy into everyday design. “There’s five steps to the design process,” Kris states, “empathize, define, ideate, prototype, and test. And then it sounds very linear, but honestly it’s a bowl of spaghetti because it just, there’s so much going on and you’re doing this concurrently with trying to do so many things.” One of the most important steps to delivering the ultimate customer experience is that of empathising with the user by trying to understand how your products can be used in their day to day lives. Kris finds that rather than sitting down and interviewing the user about their experience with a product or prototype, the best method to truly understand their experience is to watch them use or interact with that product. Relating this back to customer experience, Kris notes that the core of UX and CX is rooted in empathy. When teams of experience experts keep the user at the centre of all aspects of design, they are better able to fully understand the customer and to grasp how their product has the potential to affect their lives.
Getting the Executive Seal of Approval
Human-centered design has become a hot topic in recent CX conversations. IDEO was one of the first companies to take design-thinking into consideration and to incorporate it into every aspect of their services. Since this is such a new concept, people tend to struggle to get executives or members of the C-Suite onboard with integrating human-centered design approaches into their brand. Gaining executive buy-in is essential for company-wide change. “Executive sponsorship, executive buy-in, support, whatever you want to call it, is paramount because it is a change in mindset. It is a totally new direction, a new way of thinking, a new way of innovating that a lot of people honestly find uncomfortable.” Regardless of this being a new concept to the world of CX leaders and agents, adopting a design mindset can greatly increase a team’s ability to relate with their customers, by offering insights to their daily lives.
Interact With and Learn From Users
Testing a new product or prototype with users is a fantastic way to evaluate the potential success of that offering once it is released on the market. Sitting down with users and getting a grasp for how they use created components offers some valuable insights to a new product. Asking “why” questions to the test users helps leaders to narrow down places where improvements can be made. If a customer dislikes a product, ask them why. If a customer loves a product, do the same and ask them why. As Kris says,
“This is the point where you just open your ears, let them talk. Listen to what they have to say.” He also mentions that focusing on the customer’s desired outcomes leads to a better design because oftentimes, customers know what they need to be fixed when using a brand’s product, website, or software. For CX and UX design teams, customer happiness and product success is a matter of finding the right outcomes to fit their customer’s needs.
Kris leaves the audience with one final note: “The day you stop innovating is the day your competition passes you by.” By incorporating design thinking into daily practises, adaptation and innovation will soon follow.
To learn more about design thinking, check out the Customer Service Secrets podcast episode below, and be sure to subscribe for new episodes each Thursday.
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Full Episode Transcript:
A Design Thinking Approach to CX | Kris Featheringham
TRANSCRIPT
Intro Voice: (00:04)
You’re listening to the Customer Service Secrets podcast by Kustomer.
Gabe Larsen: (00:11)
Hi, welcome everybody. We’re excited to get going. We’re going to be talking about an interesting topic today. The ideas, assumptions to understanding. We’ll talk more about it, don’t worry. You’re not going to have all the answers to start. To do that, we brought on Kris Featheringham. He’s the Director of Customer Experience and Human-Centered Design at Freddie Mac. Kris, thanks for joining. How are you?
Kris Featheringham: (00:32)
My pleasure. I’m great. How are you?
Gabe Larsen: (00:34)
Good, man. I appreciate you jumping on. I’m excited to dive into the talk track. Before we do, let’s learn a little bit more about yourself. Tell us just kind of how you came into the world of CX, Freddie Mac. Give us kind of the who and what is Kris?
Kris Featheringham: (00:47)
It’s a little bit of a crazy road. Yeah. My background is mechanical engineering. I’m a math and numbers guy and then I stumbled, well, I didn’t stumble, I went and got a degree in systems engineering after that. And I worked heavily in the world of enterprise architecture, really breaking things down in terms of business processes, system functions, data elements, and things of that nature. And I worked in a consulting space for about 17 years and five years ago, Freddie Mac approached me and said, “You know what? We need someone to start a business architecture practise for us because we need help making decisions.” So I said, “Yeah, I can do that.” So I came on board to Freddie Mac and honestly it was a terrific environment. I love it. I still love it to this day. And I started doing traditional business architecture.
Kris Featheringham: (01:35)
And one day, one of the Senior Vice Presidents said, “You know what? I understand what you’re doing and the people are representative in your diagrams and in your architecture, but they’re really not there.” And I said, “Do you know what? You’re right.” So I went back to the drawing board and I started talking to a couple of my people and I was like, “Let’s roll the dice with design thinking.” It’s something I knew about and I’ve seen applied, but it’s still relatively a new practise brought into this world. So I said, “Let’s go ahead and do that.” So we started creating some artefacts that are typically a by-product of the design thinking process. And I presented it back to my Senior Vice President. She was like, “Perfect. This is exactly what I’m talking about.” So that’s kind of how I stumbled into that world because I started doing less and less business architecture and more and more of that design thinking, that human empathy and things of that nature. And it just kind of spiralled from there. So that assumptions to understanding really, that’s a phrase I’ve coined within our organisation because a lot of times companies don’t want to bother their customers. They feel like, “Hey, let’s let them enjoy our products, let them enjoy our services. We know them well enough, we can assume what they like and what they dislike, and we can figure out how we can innovate and progress in our business to address their needs.” But that doesn’t work. It doesn’t really work. So through design thinking, we truly understand.
Gabe Larsen: (02:58)
All right. I like, that was going to be my first one is, what is this assumptions to understanding? But I love that. It’s kind of taking this idea of moving from assumptions, obviously to understanding and how companies probably need to do that. Okay. Well, let’s dive in. Oh, before we do that, I’d love to ask, I apologise, but outside of work, what, any kind of crazy hobbies? Just want to get to know you a little bit. Fun facts about yourself, embarrassing moments you want to share on camera here?
Kris Featheringham: (03:26)
I think you’re going to need more than a half hour for this, but to be honest, there’s a lot of things I’ve been involved with from showing dogs at Westminster to being a little league coach. But honestly the one thing I’ve really become passionate about here over the years is a lot of woodworking and building things. So I build a lot of furniture. I do, I built a deck. I made a wine cellar. So I’ll, when I have those spare moments, I like to build things and kind of, I don’t know, make interesting things and kind of like expand upon our house and make it like ours.
Gabe Larsen: (03:58)
Yeah. Fun. Kind of fix it yourselfer.
Kris Featheringham: (04:01)
Try to be.
Gabe Larsen: (04:01)
I am the, I have always appreciated someone who can use their hands to actually get something done. What’s your favourite project that you’ve done out of everything you’ve built? Where do you go?
Kris Featheringham: (04:14)
I’ll tell you what. So when we moved to this house a number of years ago, my wife’s like, “Hey.” We designed a deck, right? And honestly, this deck turned into 800 square feet and she asked me if I could have it done in the first weekend we’re here. I’m like, “Baby, not happening, not happening”. But three months later though, we did finish that deck and it’s absolutely gorgeous. I worked with her, actually with her father and we ploughed through that thing and it’s the highlight of the house. So I love it to death. We sit out there.
Gabe Larsen: (04:42)
800 square feet. That is no joke. That is not a small –
Kris Featheringham: (04:45)
It’s big.
Gabe Larsen: (04:45)
You might have to send pictures. We’ll include them in a link to the show, Kris. All right, well, let’s get into kind of this recipe of design thinking then. Something you hit on and something you’ve kind of come to really understand and appreciate. Love to hear some of the lessons learned. The process you take in order to do this the right way. Where do you start?
Kris Featheringham: (05:08)
You got to have executive support. You really have to have a champion from it, for it, apologies. It is something new to a lot of organisations. Now it’s not a new practise. There’s been companies doing it for over 20 years. IDEO for example, is the famous one. They’re the one. They’re the ones who kind of came up with that process. So I know we’ll talk a little bit more about it as we get in there, but executive sponsorship, executive buy-in, support, whatever you want to call it, is paramount because it is a change in mindset. It is a totally new direction, a new way of thinking, a new way of innovating that a lot of people honestly find uncomfortable. And without that championship from your, from, everyone’s boss, right? You’re not going to get people to participate in the beginning. So I think if you can sell it to your leadership, you’re there.
Gabe Larsen: (06:00)
Yeah, yeah that’s funny you brought a IDEO. I haven’t thought about that name for ages, but you’re right. They were one of the pioneers, I’m thinking maybe even 20 years ago they were talking about, I don’t know what they called it, but it was different. Boy, it was different when I first saw one of their projects or videos. It, boy, I haven’t thought about that in –
Kris Featheringham: (06:19)
Yeah, there’s a great video. I think it’s from like 1997, like Ted Koppel did something or another on Newsweek, Newswire or whatever it was called back then. And there’s like a 20 minute video on it that’s amazing to watch and you can really see the thought process and the, what they were trying to achieve.
Gabe Larsen: (06:33)
Oh my heavens, you’re right. That, that was a fun one. So, you typically try to go for executive sponsorship. That’s one that people really struggle with. Is there any secrets you’ve found to get that? Oftentimes, I’ve heard CX leaders on our side of the fence say, “We speak different languages. They’re kind of about revenue. I’m about NPS. We’re kind of speaking French and Spanish here.” So any thoughts on how to make that happen?
Kris Featheringham: (06:59)
Yeah. I’ll tell you what, there’s an easy way to solve this is, you bring in a high powered, expensive consulting firm to tell you you need to do it. And a lot of times the executive sponsors would say, “Okay, sure. Let’s go ahead and do this,” because someone with some prestige has said it’s a great idea. But I’ll be honest, I would say that nowadays, most of the executive leaders out there know it exists. They know the value of it. They might not necessarily know how to get it started or what it really entails and that would be the responsibility of the person who’s looking to really adopt it and bring it into their organisation is, “Hey, I’m sure you’ve heard about this, but let me talk to you a little bit more. Let me bring you in some use cases from some other companies.” There’s so much you can find online about how very famous companies, especially in technology, but across all organisations, retail, you name it, has brought in the concept of design thinking into their daily routines.
Gabe Larsen: (07:58)
I love that. Okay. So executive sponsorships, where you go first and then how do you start to build this process of rolling out a design thinking, human-centered process? Any tips?
Kris Featheringham: (08:12)
So, design thinking is often linked to what’s called human-centred design and they’re kind of one in the same. And really, I think human-centred design kind of gives it that definition of really, you’re putting someone in the middle of what you’re trying to do. And human-centred design, design thinking can be used to solve a lot of problems. Originally, it was there from a technology perspective, but it’s grown leaps and bounds. You see it in product development and sporting equipment, services, you name it. But really, the way you get started, and honestly you got to start small, you got to start with a little bit of a, almost like a side gig within an organisation, you want to kind of tackle a problem, but really what it means for human centred design is you’re putting the customer at the centre of everything that you’re doing.
Kris Featheringham: (08:59)
There’s five steps to the design thinking process and I can go over them a little bit more in detail, but it’s empathise, define, ideate, prototype, and test. And then it sounds very linear, but honestly it’s a bowl of spaghetti because it just, there’s so much going on and you’re doing this concurrently with trying to do so many things that you might kind of go from one to the other back to the beginning, so forth. But it’s really about truly understanding who you’re trying to solve the problem for, whether it’s an internal employee on a technology application, whether it’s a piece of sporting equipment for some end-user playing little league, who knows? But that building of the empathy is really the root of it all.
Gabe Larsen: (09:45)
Yeah. Well, yeah, let’s double click and you can take us through a hypothetical example. I’d love to hear about how you kind of explain or double click on some of these steps. So you were just talking about empathising, what does that mean? How do you do it? Give me an example.
Kris Featheringham: (10:00)
So really what empathise means is you really just understand your user’s needs. All right, what is it like to be that person? And that person in the design thinking world is called a persona. And you build that persona through really just getting to know the person, getting to know what it is that they do each and every day. And it may even be outside of the domain you work in. So it’s like when they wake up, what’s the first thing they think about in the day? What is their life like? All right. You really want to kind of understand really the day in and day out of that person. And then you might go in there and honestly you might just interview them and ask them questions. You might walk them through various exercises of building a journey, and we could talk forever on journeys. Maybe we’ll talk another day about that. But you might shadow the person during their workday to understand what it is they do because when you sit there and just talk face to face with the person, they might be able to tell you a few things here and there, but you’re not going to pick up the same true sentiment and the understanding of the day in the life of that person without just watching them do their job.
Gabe Larsen: (11:06)
Yeah. That’s way deeper. I mean, I’ve heard some people talk about like the customer journey map, which is really, it feels like it’s more just interview focused, watching, talking to them about what they do. What you’re talking about, it does sound like it’s more holistic. I actually talked to a hotel. He talked about his, the hotel, he ran operations for a hotel chain. He was like, “That’s one of the most powerful things we’ve ever done is we’ll just, we’ll get actually a guest and we’ll just shadow them as they check into our hotel, as they go into the room, where they go in the room.” He’s like, “It’s a little weird, but obviously we have permission to talk,” but then they’re really able to find some of those intricacies that wouldn’t probably come out via questioning. It really only came out via shadowing like their day to day life. I liked that one. That’s cool. That’s decent.
Kris Featheringham: (11:56)
Yeah. You couldn’t have said it more. That’s truly perfect. Because a lot of times when you sit there and interview someone, they’re just going off their most recent recollection or their most recent experiences, but there’s a lot of things that will come out that you will, that they would never even thought to bring up as you watch them. And you’ll come back to them afterwards saying, “Hey, I saw you do this and this can talk to me about that?” And then all of a sudden you opened up a whole new can of worms and it’s powerful.
Gabe Larsen: (12:21)
Got it. Okay. So empathise, that’s one. Where do you go? And then define is, how do you –
Kris Featheringham: (12:26)
Yeah, define’s the next step? And that’s a little bit, that’s kind of like a homework step. Once you spent all that time with your customers, really get to know their day in and out, you go back and you really put it all together and you try to understand, what are the true needs my customer has, right? Not just needs, but also, what is the major problems they are facing? A lot of times they will say, “I need this piece of software to do this.” Okay. That might not be really what they need. They needed an expected outcome. The define stage is more about understanding what are those outcomes that you’re trying to solve for? Not what is the client asking for, but what are those outcomes? Because sometimes the client might ask for something, but then it’s because they don’t truly understand or can’t, I won’t say can’t, but don’t necessarily understand that there might be no limits to what you might be able to provide them. So what is that outcome? And that’s really what’s coming out of the define stage and that’s a homework exercise you do with the team. You might bring in some internal people that really talk about it, bring in some perspectives. But that is an internal activity for us.
Gabe Larsen: (13:28)
Yeah. That one seems like it’s hard. Because it does, I like your point on, it’s not just what the customers say, it’s kind of the outcome they’re really looking for. And that goes back to that concept. Like if I, what’s that, I love that quote, The Henry Ford quote. “If I would have asked my customers what they wanted, they would’ve said faster horses,” or something, right? Or –
Kris Featheringham: (13:49)
Exactly.
Gabe Larsen: (13:49)
Wouldn’t have been like, what they really wanted was just to get from faster to A to B. So their answer would have been, “Give me a faster horse,” when they really define the outcomes. Like, “Oh, well maybe we should find a better way to get from A to B,” right? So getting to real customers, not what they need, but what they want. I don’t know. I’m probably not explaining –
Kris Featheringham: (14:13)
Honestly, that’s a perfect example because a lot of times they know what they need to get to solve their problem. They don’t necessarily know how to get there. So they might just throw something off the top of their head, right? And yeah, it might be a great idea, it might not. Let us figure out how to get to that end state. You just tell us what the major problem is and where you’d like to be.
Gabe Larsen: (14:35)
Yeah. I feel like people get stuck there. That’s where it’s always building faster widgets. It’s like, “Let’s just decrease average handle time because people said they’re not satisfied.” We kind of tackle, we don’t really tackle the outcome. We just tackle one of the, one of the potential problems or one of the issues that’s leading to the outcome that’s not desirable. Oh man, any secrets you’ve found? Is it the brainstorm? Is it the, how do you get to the right outcome? Because again, I find that a lot of times people are misdiagnosing the job to be done, the outcome to be done.
Kris Featheringham: (15:15)
Yeah. You set it up perfectly because the next step in the whole process is the ideation stage, right? So now that we’ve done that research and now that we truly understand the problem of where that end state, where the customer or the human at the centre of your design is looking to get to, the ideation starts and there’s, yeah. You can Google a tonne of different ways to ideate on solving problems and things of that nature. But really, it’s getting people in the room. It might just be internal people. It might be a small project team. It might include some customers as well, but you go in there and you just start throwing out crazy things. And it doesn’t matter if it hits the nail. It’s really a way to, brainstorming is obviously the word that a lot of people have heard, but if you go online, you can search tonnes of different ways to go through these activities from like, I don’t know. One of the ones I enjoy is like called crazy eights. There’s something called mission impossible and negative brainstorming. There’s a whole bunch of different ways you can do it but really what it does is it throws ideas. What’s that?
Gabe Larsen: (16:22)
What’s like the crazy, like, give me an example of what does a crazy eight mean? It means you, or whatever else you said, is it just –
Kris Featheringham: (16:30)
Yeah. So crazy eights is kind of, that’s kind of my go-to because it works well for a lot of situations. So you just take a sheet of paper, fold it in half once, fold half twice, fold it in half another time, now you’ve got four, sorry, eight squares on your piece of paper. All right. And before we do this though, we make sure that all the people that are part of this ideation session are well-versed in the research that we did during the empathise. And what does that problem statement it needs through the define? So everybody understands part one and two. So we’re all rooted into the problem. So crazy eights, everybody’s got that sheet of paper now with eight little squares and you have eight minutes to put eight picture ideas on a square. And it doesn’t have to be a Picasso or anything like that.
Kris Featheringham: (17:17)
It’s trying to put eight quick ideas onto a piece of paper to come up with random thoughts of what can address those problems. All right. Some might hit the nail. Some might not. Most do not, but the great thing is they spur conversations and then the people in the room start to, people in the room start discussing it a little bit more. And you might take a concept for one person’s, mix it with another and say, “Oh my God, we have a really cool idea right here.” So it’s just a way to get some rapid ideas onto a piece of paper and start building off of that. So that’s the crazy eights.
Gabe Larsen: (17:50)
So it’s finding some way to do some of this ideation process. It sounds like –
Kris Featheringham: (17:54)
Exactly.
Gabe Larsen: (17:54)
So that’s, from the ideation then how do you narrow that down? You move into this prototype phase. Talk about that.
Kris Featheringham: (18:03)
Yeah. Yeah. So after ideation, right, you start, during that discussion and things like that, you narrow things down, you can’t have it. Let’s say there’s a hundred people, hundred’s way too many, 10 people in a room with eight concepts. You’re looking at 80. You really want to focus it down to a little bit more granular level, right? Pick one or two and kind of put it together. And that’s where you start prototyping, right? And if it’s a physical product, whether it’s technology, there’s a lot of different ways you can do it. You can do clickable prototypes for like a website. You could get popsicle sticks and pipe cleaners and put together some kind of fake physical object to represent what you’re trying to build of a physical product.
Kris Featheringham: (18:45)
But you put something together and then you want, you put it in front of a customer or a user that wasn’t part of this, right? And I’m jumping already to the last step is the testing phase, because it’s so important. Like you hand it over to a user and you say, “What do you think?” All right. And just let them, this is the point where you just open your ears, let them talk. Listen to what they have to say like, “I don’t get it.” “All right, why?” Ask them why. And they’ll explain something or they’ll say, “I love it.” Ask them why, learn from them, right? If they’re saying, “You know what, it’s great, but it’s missing this.” “Okay. Let me record that.” And you’ll get so many pieces of input and feedback from those users that haven’t seen anything yet until you put that product in front of them and you ask those why questions and you gather that feedback and you know what you do? You go back, you ideate your prototype, you test again.
Kris Featheringham: (19:35)
And it might take a number of cycles to go through the process. But really what you’re doing is you’re taking a creative idea, you’re putting it in front of the customer, they’re giving you feedback, you’re going back to the drawing board and coming up a little bit more creative idea and doing it again and again until you really nail it.
Gabe Larsen: (19:52)
I love it. Well thought out, Chris. I want to spend more time but our time is short. So empathise, walk me through the steps again?
Kris Featheringham: (20:02)
Sure. Empathise, define, ideate, prototype, test, rinse and repeat.
Gabe Larsen: (20:09)
Rinse and repeat. That’s the sixth step. Perfect. All righty. Well, in closing, maybe a summary statement from you. We hit on a lot of different ideas. As people are trying to get this design thinking into their own business, what would be a takeaway you’d leave them with?
Kris Featheringham: (20:26)
You know what, I like to tell people that the day you stop innovating is the day your competition passes you by. And the design thinking process is not meant to solve a problem and then you’re done and then you forget about it. You are constantly needing to push that envelope. Look for ways to constantly expand, enhance, modify, whatever it is to evolve whatever you’re delivering to your customers over and over again, because that needs to continually evolve or else you become stale.
Gabe Larsen: (20:59)
All right. Well, hey Kris, really appreciate you taking the time. For the audience, have a fantastic day.
Kris Featheringham: (21:05)
I appreciate it. I appreciate you having me on board and I’m open to questions from anyone. Just reach out anytime.
Gabe Larsen: (21:12)
Thanks Kris. Take care.
Kris Featheringham: (21:13)
Thanks a lot.
Exit Voice: (21:20)
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