Journey Mapping for Nonprofits - Digital For Good

Gayl Chivers: Good morning. Bruce Nean: Hi, how are you Gayl Chivers: Good, how are you Bruce Nean: It's so exciting. I'm so excited. Gayl Chivers: Excellent. Gayl Chivers: Yeah. You're so awesome. Bruce Nean: You're naughty. I saw you resolve something that, for I am most like ridiculous. Gayl Chivers: kind of wake up of La Gayl Chivers: And that's what happens to me though my brain. Oh, like suddenly because I'm a slow process. I think I told you, and my brain or go, hang on a minute, that nee

ds to be added in your domain. Oh, I haven't explained something properly so yeah Bruce Nean: We Gayl Chivers: Probably Gayl Chivers: Know, just conscientious Bruce just conscientious Bruce Nean: Sounds good. I'll go with that. Gayl Chivers: I just type all clicking works correctly. Bruce Nean: Yeah, I'm sure it'll be great. Bruce Nean: I just added a little comment. Bruce Nean: When I'm at DG rice conferences. So have you got lots in the background. Why Bruce Nean: Oh, Gayl Chivers: I can say l

ights it on your screen now. Gayl Chivers: Or your, your flamingo. Bruce Nean: Got things dancing. You've got bubbles. Bruce Nean: Do I yeah Gayl Chivers: Really, I can't see them on my screen on my viewer. Gayl Chivers: I've got bubbles. Bruce Nean: I saw things floating around. Gayl Chivers: That's probably dust. Bruce Nean: That's it. Bruce Nean: I'm now I've just been at GG race conferences. Sweet. Bruce Nean: I've been to a few like Bruce Nean: You know webinars and things where they talk a

bout, you know, developing personas. Gayl Chivers: Ah, Bruce Nean: So I was just wondering, like, maybe just on Bruce Nean: Like I think identifying the personas was really good, but maybe you could ski my Bruce Nean: Yeah, I just sort of rattle through the Bruce Nean: Eleanor Bruce Nean: Deny Bruce Nean: Because I think you've probably Bruce Nean: Yeah, if there's anywhere you know if there's any way you think I can skim over as well, let me know. Gayl Chivers: What do you mean I don't understa

nd. Bruce Nean: Um, I just, I just think that a lot of people would know. Bruce Nean: Probably heard about developing a persona. Gayl Chivers: Hi, can you get, that's fine. Yeah. Now I will, I will go over pretty quick. Well, I was actually going to ask a christian right why they think that's important to do that for the journey map. Bruce Nean: Yeah. Gayl Chivers: So not asked the question. Bruce Nean: Maybe not. Bruce Nean: I'll say will love to hear your comment, like, I'll get everyone to wr

ite it in the chat, but I don't Bruce Nean: I don't see us getting to everything. Hey, Gayl Chivers: Now, I probably not. Gayl Chivers: I don't know. Gayl Chivers: I mean I, yeah, you'd be kinda don't know do depends how fast we talk Gayl Chivers: I think we'll be okay. I think I'll get through this pretty quickly, to be honest. That's good. Gayl Chivers: So, um, I was going to ask that question there, but I won't now and I was so when asked that and Gayl Chivers: Yeah, I don't think, because I'

m not asking questions, which is different for me because normally I asked questions don't mean the whole time. Yeah. Gayl Chivers: And to get to get people engaged. Bruce Nean: And that's what I would normally do so but Gayl Chivers: But that being said, Honestly I don't even think I'll be more than 10 minutes Gayl Chivers: Because I'm just talking through slides. You know what I mean. I might be 15 on that out. So I might be Gayl Chivers: Domain if it depends what I slow down. I'm just gonna k

eep my Gayl Chivers: Clock with me and Gayl Chivers: Make sure that I'm finished by Gayl Chivers: What time do you want me done by that way. I'll know if I have to speed up or slow down. Gayl Chivers: Like by 735 Gayl Chivers: Sorry, I mean, eight Bruce Nean: On let me Gayl Chivers: Like by 810 I should be finished by latest yeah oh five. Bruce Nean: Yeah, maybe. Yeah. Yeah. Bruce Nean: More stuff I'm said naughty. Gayl Chivers: Yeah, I saw that, but so did I. Gayl Chivers: Just Gayl Chivers: Ve

rify things Bruce Nean: There's this guy that there's a bridge being built a bridge work at the goodwill bridge. Gayl Chivers: Oh, yes. Bruce Nean: And then he has to stand here during the traffic paid traffic. Gayl Chivers: On sat him actually Bruce Nean: Me so friend like Bruce Nean: Ice sneakily, you know, took the photo and video like said hello Bruce Nean: Anything. Bruce Nean: Yeah, and he just engages with people and Bruce Nean: So you'd actually have so much Bruce Nean: Here be collectin

g so much about people's journeys and Bruce Nean: But someone was actually cut it off in an ambulance trolley before I took this fire it like Bruce Nean: Kiss. Gayl Chivers: Know, So, Bruce Nean: Yeah, I'll skim over that, if it's that's just sort of icebreakers people are coming in or something. Gayl Chivers: So I've got the share screen. Bruce Nean: Yeah. Gayl Chivers: No, I mean like, you'll be easy from it. So if you share screen I can easily share screen. If I can share screen is what I'm s

aying. Gayl Chivers: Yeah. Awesome. Yeah, so I just click on it straight away. Bruce Nean: Yeah, I just have to make your host Bruce Nean: To do that. Bruce Nean: So you know how to add the moment it wasn't say Bruce Nean: That you can make someone a host because the owner of this zoom Gayl Chivers: That's right, you've got different Gayl Chivers: Because yeah, when I click on it, it'll let me share my am Gayl Chivers: My seconds. Oh yeah, no, I can, I can do it. Bruce Nean: Oh, can you Gayl Chi

vers: Like what, like I'm going to share screen now. Okay. Gayl Chivers: It loops. I'll just share, hang on a minute. I'll do this first before I share. So the other words, a little loopy Gayl Chivers: That's gonna leave you anyway. So, Gayl Chivers: Can you see my screen. Gayl Chivers: Beautiful. And then I just got to click on Gayl Chivers: This say it was easy. Gayl Chivers: Yeah. And then I just hand it back just as easily. Just go. Gayl Chivers: Stop share and then spec to you. Okay. Bruce

Nean: I don't know if it makes it might be different. Once it will say, oh, here is Eli van der Giessen: Hello. Bruce Nean: Hello. What time is it in Canadian Canada. Eli van der Giessen: Canada is in nice to 10pm, so Eli van der Giessen: Lovely. Bruce Nean: You can stay for the whole time, then no pressure, just Eli van der Giessen: I might zip in and out. I've got to write some email saw my hobbies too distracted. But yeah, super curious about this. Bruce Nean: Yeah, no, it's all good. How's e

verything going Bruce Nean: Well MacOS Eli van der Giessen: Yeah, we're going to give you all the power and she asked me to do some screen sharing today. Eli van der Giessen: All right, coming out, you Eli van der Giessen: HEY, GAY co host. Great. That's Eli van der Giessen: Awesome. Turn on the turn on the privacy settings so people don't otherwise too many powers for themselves. Bruce Nean: And can we mute everyone on arrival Eli van der Giessen: Yeah, so it actually default to mute on arrival

. And actually, I'm just going in right now to basically turn it to people can't unmute themselves, but you'll have that power from the participant view. Bruce Nean: Okay. Eli van der Giessen: So if you hover hover over someone when they come in, of course, we're all co host. So that will make people see it. But yeah, that'll be what happens there, everyone have access to the chat window. Eli van der Giessen: But otherwise you'll basically better control things as they come in and out. Sweet. Br

uce Nean: And it's recording. Is it recording to the cloud at the moment. Eli van der Giessen: It is doing a little cloud recording at the moment. And that's sort of a question I've got just around your contract which is it's going to record automatically. I would love to, you know, post it up on our blog show you the YouTube link if that's something you're comfortable with. Gayl Chivers: Yeah, no, I think that's a great idea. Eli van der Giessen: That will make sure I have that available, you k

now, Eli van der Giessen: also great for all the people who said they're going to show up. Eli van der Giessen: And then did not Gayl Chivers: That's right. Eli van der Giessen: Sorry, go ahead. Bruce Nean: Well you gotta send the file. So I can trim it up. This is the one. Oh. Eli van der Giessen: Yeah, yeah. I usually just cut Eli van der Giessen: Beginning an end. Eli van der Giessen: But if you want to do any Eli van der Giessen: More sophisticated editing. I can definitely send you the file

as well well might be. Because I might forget Bruce Nean: Okay, that's okay. And I still in lockdown and Canada, those little working over there. Eli van der Giessen: It depends on where you are in Canada, of course, um, we are using our way out of it. Eli van der Giessen: We think that as of next week, we might finally got the go for like inter provincial travel, you know, is allowed the camping sites are open. Eli van der Giessen: I went for a brief surf trip but did actually go into town ove

r the weekend so so life is coming back to normal Eastern the West Coast, which is lovely role that's going to go slow and hopefully Eli van der Giessen: Those surprises. Bruce Nean: Yeah, that's good. Yeah, we're getting back to normal as well. We're just waiting for importance to open as well. So we can Eli van der Giessen: Oh, we have locked down America like that we continue that on an audit on that just keeps getting pushed back a couple more weeks. Bruce Nean: We want to keep it that way t

here. Eli van der Giessen: Ideally, at some level, we need the products. Of course, you know, Mexico provides but Bruce Nean: Yeah, sure. Bruce Nean: And I'm waking up at me midnight Thursday night, I think it is. Eli van der Giessen: Well that's good that's I was trying to figure out that which is I think I sent you the calendar invites. I was like, is it still Thursday, like, I'm not sure. Bruce Nean: And I'm not sure I was gonna wake up banks are like Thursday and Friday. Bruce Nean: I think

Eli van der Giessen: You're ahead of us. So I believe if it's 7am here. It's going to be the Eli van der Giessen: End of your day. So it will be like Friday at like 12 or one or something. Bruce Nean: Yeah, that's good. I'm Gayl Chivers: Happy I was Eli van der Giessen: Appreciated for that. Bruce Nean: That's no worries. So you've given us a platform to share to the world. So I will share my little bits. It's fun. Eli van der Giessen: Speaking of sharing this out. The other thing I can do is fi

re up a Facebook Live on this one and send that out. Eli van der Giessen: That squared Facebook page. Eli van der Giessen: If that, you know, basically, that's just during the video real time if that feels kosher. I can set that up as well. Bruce Nean: I don't have you feel about that. Eli van der Giessen: Okay, just Eli van der Giessen: Let me just give you a proviso, you got 50 viewers. It'll be a miracle. Gayl Chivers: Yeah yeah Gayl Chivers: I was gonna say, you would have been better off do

ing it not telling me. Eli van der Giessen: That it's good to just be a distraction. I'm happy to not do it. Gayl Chivers: It doesn't. Does it do anything different, like, do we, does it change and you Eli van der Giessen: Go from the zoom standpoint, you're not gonna get anyone like they can't comment in so it's quite a controlled experience. It'll be basically visible to you. Gayl Chivers: Okay, so as long as we can still do the same sharing and everything else is identical, then it won't make

a difference for a lot Bruce Nean: Of this going at my paper bags and briefing see Gayl Chivers: I make the season presenters. Bruce Nean: will gladly give that impression off. Eli van der Giessen: Season, you already have, like, you know, up on a tripod like the official like the logo. It's very impressive. Bruce Nean: Yes, yes. And we've got someone tuning in, or not they gone now. Eli van der Giessen: And popped out say Bruce Nean: Hey people commonly asked questions on the Facebook Live or

anything, can I Eli van der Giessen: Know that will be basically its own world. So yeah, it's just like we're going to spit it out there. I'm not going to actively monitor it, but I've received I think three questions in the history of time people get it. Bruce Nean: Yeah, that's cool. Yeah, why not. Eli van der Giessen: Okay. Bruce Nean: Well, that's right. Eli van der Giessen: Yeah. Yes, exactly. But I know I'm gonna get those native content. Whoo. Eli van der Giessen: So yeah, I'll start that

up, then just in the background. And, you know, and just queue it up so it's ready to start when we're ready to go. But otherwise, I think we're good. Huge, do you want to do, just a quick practice on the screen share, make sure that's coming through. Well, yeah. No problem. Eli van der Giessen: To me. Eli van der Giessen: fires up full screen. No. Eli van der Giessen: Success and any kind of video or something like that plan through this Bruce Nean: Night. I've just got gifts that's been it so

Eli van der Giessen: Great. Because yeah, certainly the video, audio things a little bit weird, the zoom. So as long as that's not happening. That should work well. Eli van der Giessen: No problem. Great. Eli van der Giessen: That's coming over here. Bruce Nean: Maybe I'll stop the share and just can you try yours go Gayl Chivers: Well, sure. Bruce Nean: Well, Perfect. Eli van der Giessen: Looking good over here. So basically, with the two of you. You're in a great place. And I think basically,

you know, one one presenting the other congested monitor the chat window. Eli van der Giessen: And if any questions come through there, you can always just like read it out. Sometimes people are just too shy to actually Eli van der Giessen: Pick up their question. Gayl Chivers: Yeah, that's great. Yeah, I'll, I'll watch the chat. Very soon, and let you know if anything, or I'll hold off till Gayl Chivers: Yeah, I guess I'll wait until you finished your bit and then Gayl Chivers: Yeah, we'll lea

ve it to the end or Gayl Chivers: Know, Bruce Nean: What does this button do Bruce Nean: These Gayl Chivers: Guys, don't press buttons. Eli van der Giessen: They can be nervous. Gayl Chivers: Yeah. You're making me nervous. Bruce Nean: I just clicked guy faster. Bruce Nean: I'm just not sure if that Eli van der Giessen: So, oh, yeah, yeah. All those are basically a piece of comments just it as part of, like, people are like, I want to put it, my hand like you've asked them questions like, people

say like you go a little faster or something. But I don't think it does anything to the video itself. Yeah. Bruce Nean: really brilliant Bruce Nean: Is there anything you need to chat through Gail, or you think where Gayl Chivers: I think we're good to go. Eli van der Giessen: Yeah, perfect. Yeah, Bruce. If you haven't yet my only recommendation is like five minutes before you start just go into the event. One last time. Just say like, here's the link Eli van der Giessen: Yes you there. Bruce N

ean: And that's a good idea want do that. Bruce Nean: Now, so if you go on for the rest of the day. Eli van der Giessen: For me here in Vancouver. Eli van der Giessen: A bit of go to my local farmers market and pick up some badge. Eli van der Giessen: And otherwise I'm going to look at my calendar here. Eli van der Giessen: Prepping email newsletter and create a new meetup in in Bangalore in India. Oh. Bruce Nean: Wow. Gayl Chivers: What's that for you. What's the value. What's that India one El

i van der Giessen: It's a, it's another chapter just like here. There's about 124 of them. Eli van der Giessen: Why in the world and and yeah and you know after things slow down. Forget but a youth groups are, you know, firing up probably once every two weeks, like clockwork. Gayl Chivers: Wow, that's great. Gayl Chivers: It's Eli van der Giessen: It's kind of ridiculous to know that there's like basically a Bruce in, you know, and I did 20 cities champions. Eli van der Giessen: Who are really c

ommitted to building up that tech capacity of the sector. Gayl Chivers: Yeah That's brilliant. Bruce Nean: I'm sure that more amazing than the various Eli van der Giessen: Hasn't been my experience. Gayl Chivers: The one question. I do have braces are you going to start on time. Bruce Nean: Yes. Bruce Nean: All about that. Eli van der Giessen: Oh really, I always give people, five minutes. Your, your hearts. Well, Bruce Nean: I'll start on content or yeah start on a an icebreaker he sort of thin

g. Gayl Chivers: Start on the welcome. Bruce Nean: Yeah yeah Bruce Nean: But yeah, probably will get people Gayl Chivers: Will probably be five minutes. By the time you get through the welcome anyway in a bit. Bruce Nean: But I mean, Bruce Nean: I'm not gonna wait for Bruce Nean: It for 64 people because we probably get 64 people Bruce Nean: It's very exciting. Bruce Nean: Practice true like Gayl Chivers: I can't do that. Eli van der Giessen: Top of the tongue tip of the team. Gayl Chivers: Make

sure you cut that out. You're like, Eli van der Giessen: This will definitely be cut out. Don't you worry. Bruce Nean: And so, is this going to continue with like what I foresee that I'll just keep going with them soon to be honest, if we get a bigger audience now that people are Bruce Nean: accustomed to using it. Yeah. Eli van der Giessen: Yeah, I think that to me has been the real huge lesson of this moment is I've, I've been the one basically saying we don't do Atlanta batch. There's lots o

f great webinars out there, but actually Eli van der Giessen: The, the hyper niche thing that happens by, you know, people from a local community leading these online events. It's actually been really valuable. So yeah, we're definitely going to keep this Eli van der Giessen: Going as as another tool. So we'll do online and offline if you think that it's something we've really settled on the exact how Eli van der Giessen: Is it of how we're going to do it without you having to like fire up a mil

lion Zoom's each week is is something we're getting closer to but I think I have to Eli van der Giessen: basically sell one new person on a new platform. And that, I think I may have an interesting solution with that would also have built in video conferencing support so Eli van der Giessen: Really what I find out, we'll talk Bruce Nean: Oh, we've got Dr. Ruth. Nice. Bruce Nean: This is probably just making a coffee or something. Gayl Chivers: No pressure. Hybrid Bruce Nean: So be marketing. So

get a, ah, I'm unmute Bruce Nean: Good morning. Bruce Nean: Good morning. Good morning. Good morning. Ruth Knight: How are you Bruce Nean: Very well. How are you going Bruce Nean: Good. Sorry. We were just meeting people by default, because with expecting so many, so that we can turn you on and off when winning two Ruth Knight: Lovely to see you. Gayl Chivers: Yes, well, you're fine anyway. Ruth Knight: I am yeah I'm Ruth Knight: Not fully awake and respectable yet so Gayl Chivers: Are you look

fine. You always look fabulous re. Are you talking about Bruce Nean: Rufus is I'm a lot from Vancouver. Ruth Knight: Oh wow, it's Eli van der Giessen: Well, Eli van der Giessen: Known for me. You're the glamorous international people. Yeah, so I get to play the role of being the Net Squared community manager. So, I support the Bruce's in about 128 cities who are doing similar kinds of events every month for nonprofits around technology training. Ruth Knight: Wow. Wow. Am I you connected with an

organization or university. Eli van der Giessen: Yeah, so this is all sort of supported by tech soup, which is this global nonprofit that does technology training, of course, in Australia, it's known as connecting up. But if we're sort of the same parent organization. Ruth Knight: Oh, okay. Right. Okay. I spoke at the connecting up conference last year. Eli van der Giessen: Oh, lovely. Yeah. Crossing my fingers for this coming one, we'll see what that looks like and what form. Yes. Ruth Knight:

Actually watch Eli van der Giessen: The conference checker. Go ahead. Sorry, go ahead. Ruth Knight: No, I was just saying, we have a lot of contact with some Canadian universities as well. We work. Ruth Knight: With Susan Phillips at the Center for nonprofit at the University of Eli van der Giessen: Toronto. Ruth Knight: Waterloo. Yeah. Do you know, Susan. Eli van der Giessen: I'm afraid it's a Eli van der Giessen: It's very far away. But, you know, from one large country to another. Ruth Knight

: You really need to know her. She's like, pretty amazing. And she heads up the nonprofits and Ruth Knight: I'll find it for you in a moment. Eli van der Giessen: Yeah lovely Eli van der Giessen: Gift or something into the chat window. I will hunter down Ruth Knight: Yes, she yes let me find it. Bruce Nean: So Ruth is a seasoned Bruce Nean: Professional and a very honorable doctor at the Queensland University of Bruce Nean: Technology Bruce Nean: And at the eight Australian center for philanthro

py and nonprofit studies. Bruce Nean: It's hard to get out. Bruce Nean: How to get that out this early in the morning. Bruce Nean: I'm Ruth Knight: Cool Alton. Yeah, calcium Bruce Nean: Would you be okay. Ruth. If I just muted you now because Bruce Nean: I'm so we'll throw back to you. Ruth Knight: Very good idea to meet me Bruce Nean: Thanks, Ruth. Bruce Nean: Awesome. Bruce Nean: I've got Jason, let's just arrives today. Jason on either you're on mute. But if you want to say hello unmute you.

Jason Ruffell Smith: Guys. Bruce Nean: Jason, where are you from, Jason Ruffell Smith: I'm sorry, come on the ferry traveling to work so Jason Ruffell Smith: I'm, I'm in Sydney and I am from Marlin communications. Bruce Nean: Oh, brilliant. Great to have you with us. Jason Ruffell Smith: Thanks for having us. Bruce Nean: People are rolling in. This is excellent. We've got a Renee Randall ACP NS represent Bruce Nean: Awesome. Bruce Nean: Are you, Renee. Bruce Nean: Are you there. Yeah. Renae Rand

le: I'm here. Sorry, I was trying to get my head for and sort of Renae Randle: running a bit late. Good morning, everyone. Bruce Nean: What exotic island, the yuan Renae Randle: And that would be the north side of Brisbane exotic island bramble Bay. Bruce Nean: Very nice sounds exhausting. Renae Randle: Yeah, unfortunately, doesn't quite look like this. Bruce Nean: And you will Renae Randle: Very well, very well haven't had my coffee yet though so that can go pear shaped and my earphones request

ed. Bruce Nean: Go to get on that. That's all right. You miss out on me. I'm reciting the ICP MS abbreviation. Renae Randle: Ah, it can be a mouthful. First thing in the morning. Bruce Nean: It's a lot of fun. Bruce Nean: Awesome. Welcome. Bruce Nean: Excellent. Guys, we might just Bruce Nean: Wait a few little minutes welcome this morning to journey mapping for nonprofits. We've got our wonderful host with the most from Vancouver in Canada. Bruce Nean: Eli. I'm not going to attempt your last na

me, but do you just want to give a quick little spiel about what Net Squared is and where that all fits in with the pizza. Eli van der Giessen: Sure love to. I'm so high up. He lives here in Vancouver and I have the world's best job because what I get to do is support the Bruce's of the world, there are actually about 128 Bruce's Eli van der Giessen: Each leading a tech for good meetup for nonprofits in the different cities across the globe, and I get to be the cheerleader to all of those people

Eli van der Giessen: My role is working for tech soup, which is a nonprofit that helps other nonprofits get access to technology software and hardware through donations and discounts. Eli van der Giessen: Of course, that doesn't mean anything to you because you know Australia. Eli van der Giessen: Texas actually goes by the name of connecting up. So if you aren't yet a member of connecting up, you're probably throwing your money away so Eli van der Giessen: Go create your free account, they're

going to try and save you money on technology and software. Eli van der Giessen: And then once you've got that account. You need to come right back to this conversation because you're going to need a community of practice to figure out Eli van der Giessen: What to actually do with that technology, which is where group like this comes in. So that's all I have to say, except for I think you guys are amazing. Love it when nonprofits come together to support each other and super grateful for Bruce a

nd all of his leadership. Bruce Nean: Thanks a lot. That's awesome. Bruce Nean: It's 2pm in Vancouver, so Bruce Nean: Where's waking up and people are just tuning in. Now, I might just gathered you wanted to say a quick hello my fellow presenter morning Gayl Chivers: Yeah. Hello everyone. Welcome. It's great to be here and look forward to sharing a journey with you today and hopefully you'll learn something and can take something away. Bruce Nean: Or some thanks Gail Gail is a fellow student of

mine at the Australian philanthropy and nonprofit studies at Queensland University, and we did a group assignment. Bruce Nean: In accounting together. So having flashbacks to that this morning, but it was excellent. She, she keeps me honest and Bruce Nean: Organized which is great. We've got a great morning. That's really jam packed for you today. Bruce Nean: So we might actually start to jump into it. Just because I know that you've probably all got busy days ahead. And I've I'm ducking into a

conference that starts a quarter to nine. Bruce Nean: Here in Brisbane. So I might just start presenting is everyone comfy and happy with that. I think you can just type yes in the chat. Bruce Nean: Because we have this got you on mute. At the moment, just because there's so many of you. Bruce Nean: That's okay. Bruce Nean: Excellent. All right, we're ready to go. So yes, as mentioned, we're looking at journey mapping for nonprofits. This morning we're going to try and pack as much in to the mor

ning as we can. Bruce Nean: Just a quick hello from Brisbane this photo I took a few weeks ago, lovely sunset here in Brisbane. It's a beautiful day. It's winter, but I'm wearing a t shirts. Bruce Nean: That's just what we're like in Brisbane. I just want to inspire us quickly before we get into it as people are coming in that this morning. I want to inspire you to be like a customer journey, Jim. I don't know his name, but it gave me a little wave. The other day, there's an incredible Bruce Nea

n: bridge, that has so many people coming across it in Brisbane. We've got scooters cyclists all sorts and there's some construction going on. Bruce Nean: That that blocks the flow of people's journeys and wonderful Jim is there at peak times just to keep an eye on everyone. Bruce Nean: See the journey that they're taking make so everyone safe and sign. Hello. And I just think he's an absolute legend and we've got some things to learn from him about engaging Bruce Nean: Listening to people and j

ust observing what's happening. And I think there's some really key things to entering into this customer journey conversation today. So let's all be like Jim a little overview of what are we going to go through this morning. We're going to be really, really snappy. Bruce Nean: We go to try and be really Bruce Nean: Quick with three things this morning but just a very quick overview. We're going to look at what what is journey mapping Bruce Nean: And the tops of journey maps that are out there.

The purpose why we do them related acronyms. The concept of human centered design. Bruce Nean: The purpose of journey maps the process, including empathy mapping some examples, some journey workshop tips and then some digital tools to help you do all that. And if we're lucky. Bruce Nean: We really want to try and squeeze in some Q and A's and we've got a whole lot of people here that Bruce Nean: In their own right could speak on so many different topics within this. So if we do get an opportunit

y Bruce Nean: To throw it to you. We will, but we might do that at the end if we get some time unless you burning with something amazing in the chat. Just let us know and we might throw to it. Bruce Nean: Excellent. Just got to figure out how to go the next slide. So just a little bit. I have an idea of who we've got in the audience today. Could you just show you in the chat. Bruce Nean: Who you are, what you do. Wait way from and what sort of level of experience or knowledge you have to do with

journey mapping, just so we can have a little bit of understanding and it might help guide our conversation today. If you can throw that in the chat. I think I can pull it up here. Bruce Nean: Excellent. I, we've got someone from Adelaide. We've got people from Canada. Hi Sandra. We've got people from Auckland, New Zealand, I want to try and do the accent Melbourne got roof night from key team has been excellent. Bruce Nean: Renee Randall. We've got lots of Brisbane people here which is fantast

ic. Bruce Nean: Excellent. Bruce Nean: Another person from sa South Australia. Bruce Nean: Excellent. Bruce Nean: Great. So I'll just this still flowing through which is great. So just journey mapping, just a little bit of a definition here the Gallup strengths together. Bruce Nean: Journey mapping is a structured way to understand and capture your stakeholders wants, needs and expectations at each stage of their experience with your organization from start to end. Bruce Nean: It also captures t

heir individual actions emotions and pain points. And just as an idea of what you can do with journey mapping within your nonprofit, you could Bruce Nean: Honestly, this apply it to every part of your business. So it could be your beneficiaries and your clients. It could be your donors your corporate partners, your board members. Bruce Nean: Even the experience of his staff your volunteers other supporters, even those that come along to your fundraising events, what's their journey. Like, what's

their experience and and how can you make that a delightful one Bruce Nean: Let's keep going. Bruce Nean: So just some acronyms. These are a little bit later. Some ideas of all the different things you could study I've gone through down so many rabbit holes. Bruce Nean: Researching for today's session I think L has as well. And they're all topics in their own rights and they kind of all mesh together. Bruce Nean: But some of the acronyms. You might hear out there. There's CJ M customer journey

mapping Bruce Nean: Each am employee journey journey mapping CX customer experience UX user experience. Hey CD, which is human centered design am empathy mapping Bruce Nean: With them wi I FM, what's in it for me and one that's starting to come out a bit more now is the Stoner experience. Bruce Nean: So these are all things that you could race off and have a look at in your own time. But yeah, so they all sort of mesh together you're part of a bigger sort of subject. So that's things that you mi

ght come across in your time, just a little bit of Bruce Nean: Going back to us in Brisbane. Bruce Nean: Just a thought. Before we dive into this customer journey mapping topic this this store the you are not the customer. So there's here in Brisbane. We love running along the river. We love cycling walking schooling along the river and I'm so confused by this Bruce Nean: This experience this design on this particular part of the river where I'm supposed supposed to run and walk and then am I su

pposed to do it at right angles. Bruce Nean: So someone wonderful in some counsel somewhere designed this but I'm still so confused. And I'm running past that. Bruce Nean: And this just reminds me that you're not the user. And often people well meaning will design something, and us in our nonprofits or design something Bruce Nean: But we're not the one using it. We're not the one experiencing it. So this whole thing of customer customer journey mapping helps us to put ourselves in. Bruce Nean: T

he place of the user or the customer. So that's just a little thought there. So this idea of human centered design, which I think journey mapping kind of fits in there. Bruce Nean: So I've just got a definition here. Bruce Nean: human centered design is an approach to problem solving commonly used in design and management frameworks that develop solutions to problems by involving the human perspective. Bruce Nean: In all steps of the problem solving process human involvement typically takes plac

e in observing the problem within context brainstorming conceptualizing developing and implementing the solution that's from Wikipedia feelers be playing at home. Bruce Nean: And something I like to bring out when I'm talking about designing things, especially in the online space is this idea of fishbowl distortion. Bruce Nean: Often we get stuck in our own little worlds were working maybe on a website or a program or a campaign. Bruce Nean: And we might be sitting in our little fishbowl for wee

ks, developing this website, whatever it is. And we know it inside out. But we don't have that perspective of even someone else in our sitting in an office next to us. Bruce Nean: So this idea of human centered design and makes gets us out of that fishbowl and gets us a different perspective. Bruce Nean: Man, this little diagram here to help you understand what human centered design is. And this is sort of a Venn diagram that you'll see a lot out there. Bruce Nean: To do with human centered desi

gn and often when we come across a business problem or a problem in our nonprofit, we often just jump straight to business solutions or the technology like what do we need Bruce Nean: What's going to be cost effective. How are we going to make this happen. What technology that we have and we often will forget about Bruce Nean: The people that will be using it. So there's three areas in human centered design to come up with this, the design innovation. The first one, and this is where we start is

desirability, this is where we start from the human perspective. Bruce Nean: And that might be a diner beneficiary, all those things we listened before and it's about putting ourselves in the shoes. Bruce Nean: Of those people before we start jumping to technology and to, you know, is it going to be feasible. Is it going to be viable what technology doing the. Is it going to be profitable, those sorts of things. And often when we start from the wrong end of Bruce Nean: You know the journey we w

ill think of, well, this is going to be a waste of our time or we've always done it this way. Is this really going to affect our ROI. Bruce Nean: Maybe the technology side of things. The IT managers might be saying, it can't be done, or it's not compatible with our system, but those sort of questions really don't Bruce Nean: Put yourselves in the shoes of the people that need your solutions. The minds so go check out human centered design. It's a great topic. Bruce Nean: This is a little bit of

a case study. So just, I work for childhood cancer support were very small, very lean organisation. I'm one of six staff. Bruce Nean: That do everything from supporting our clients that have their children have cancer. So we put them into accommodation sort of emergency accommodation while they're receiving treatment here in Brisbane. Bruce Nean: And so we've got a team that one person looks after the community fundraising. I do the digital marketing and communications and help out a lot with fu

ndraising. Bruce Nean: So we had a huge, huge problem of not having a CRM. When I arrived. Bruce Nean: So, Bruce Nean: We, we got under Salesforce. When I arrived just because of lack of resources and time. We're still going through the process of getting that builds Bruce Nean: But Bruce Nean: You know, we've been working with volunteers, etc. To get this off the ground and before we race the heads to what do we want Salesforce to do. I got our organization to slow down a little bit and think o

f our a beneficiary. So I put my these little Bruce Nean: icons here I put them up on the whiteboard. I had them up there for a few weeks just to get people thinking Bruce Nean: About our beneficiaries journey and often they come to us confused devastated. Sometimes they might get to a place where they're getting through it. Bruce Nean: And, you know, they might have their child's going through a mission and the app out the other end and then I want relapse. So if you look at a journey for Bruce

Nean: families with kids that are going through cancer it's it's quite a complicated and emotional roller coaster. But then on the other end of this scale here, often they will promote us, they'll become a promoter. They'll tell others and then they'll, they'll look two ways to give back. Bruce Nean: You know, whether that's through regular giving or leaving the quest down the track. So just to leave that up there. Bruce Nean: Fair organization was a great way to sort of start this discussion.

Well, what do we want Salesforce to do. And let's make sure that we keep them our beneficiaries at the center of that discussion. Bruce Nean: Okay. Bruce Nean: As over to Gail Gayl Chivers: That's great. THANKS, GRACE. Just flip this over quickly. Bruce Nean: stop sharing Gayl Chivers: jumped ahead somehow Gayl Chivers: All right, so what I wanted to talk about first just to build on what everything that Bruce has said, thank you. Bruce Gayl Chivers: Is we're going to be talking about journey ma

pping. So taking everything that Bruce has just said, and then building on that and giving you a lot more detail what you're looking at here. Gayl Chivers: Is basically a Google search on journey mapping. The reason I'm showing you this is to let you know that, oh, I'm clicking Bruce and it's going on way. Gayl Chivers: The joys of technology is it journey mapping can be done differently for different purposes. So there's a lot of different types of software packages out there and they all do it

different types of way way so we could be journey mapping. So here's some Gayl Chivers: User Experience for website or for a specific period of time, for example, during a crisis or own events, you can actually journey map that specifically you can journey map. Gayl Chivers: For user experience for a database or for a customer or a data life cycle, and for many other reasons. Gayl Chivers: So you'll see it a lot of different ways. But what we're going to talk about today is why are we doing it

and what are the core elements of it. Gayl Chivers: So what is the point of a journey map. Why would we do it in the first place. I would normally ask you lots of Christians, but have to keep on track. So I'm not allowed to Gayl Chivers: So we do it because it's a snapshot of the current stakeholders experience. We want to see where they're at. Bruce Nean: What they're doing Gayl Chivers: And identify identify as points in the process that may require a change to better make us an AIDS. Gayl Chi

vers: It provides opportunities for innovation and maybe part is nice solutions. It's a tool to communicate with colleagues across the organization of great visual tool for doing that. Gayl Chivers: And it can be used also as a historical tool. So you can use your journey maps to benchmark at different points of time. Gayl Chivers: And improves capacity to meet your mission values and objectives. Gayl Chivers: But basically overall journey mapping is a Business Improvement tool. So we use it to

improve business performance and outcomes. Gayl Chivers: And this is pretty much an image with a camera saying yes, we're going to take a snapshot. This is the journey we're going through and we're going to capture this along the way. Gayl Chivers: So before we start our journey map. We need to start with a business goal. So what's the purpose of your journey map, what's the business. Gayl Chivers: Reason that you're doing it. Is it to improve client outcomes. Is it to improve service delivery i

s it to improve donut attraction and commitment. What exactly is it for your organization. Gayl Chivers: Once you're clear about the reason why you're doing journey map you can start looking at it and breaking it down. Gayl Chivers: What you're looking at here are the key elements that we're going to be covering. So we're looking at persona scenario goals, the different stages that person moves through Gayl Chivers: And then their thoughts, emotions actions pain points gain points and opportunit

ies, not explain more these as we go. First thing I want to do is show you a real life example. Gayl Chivers: So, except for the blue part at the top. This is an example from done by Paul doke from Samaritans, and they provide basically suicide prevention support to telephone support a bit like lifeline would Gayl Chivers: But as you can see at the top, we have our persona. Gayl Chivers: Scenario expectations. The stages that this person goes through. So they've got life events in this case a re

alization that something's wrong. Gayl Chivers: Stage of seeking help stage making contact receiving help. And then what happens after that what they thinking through all of these stages, their emotions. Gayl Chivers: What they're actually doing through each of these stages and their pain points, what's not in this one of the opportunities. The other thing I'd like to point out in this particular journey map and you've would have heard of it. A lot before our touch points so touch points are the

actions. Gayl Chivers: That they do that are connected with you so anytime this persona connects with your organization. There is a touch point. And we'll talk more about that later as well. Gayl Chivers: So the very first thing we want to do is select your persona group. So who is it we're going to do this journey map for Gayl Chivers: And I want to introduce you, or talk about that in relation to the Pareto principle, which I'm sure we've all heard before, which is the 8020 rule. Gayl Chivers

: So say for example, you've got a fundraising target of 100,000 or you've already achieved this hundred thousand and you've noticed that 80% of Gayl Chivers: That that target amount has come from 20 20% of your donors and 20% of that target has come from 80% of the donors. It's never going to be exact. But generally, if you look at Gayl Chivers: Your own donors, for example, you'll find that there is a group which is smaller that provides the larger amount of funds and then a large group which

will tend to provide smaller grant amount of funds. The point of this is who are you going to do the journey map for Gayl Chivers: So in business. A lot of people will suggest stick to your primary focus stick with where you get most of the income stick to where your business is going to benefit the most. So do your journey map on the 20% Gayl Chivers: But if you have the time and effort. You could also as a secondary focus. Focus on the rest of the donors and what's going on for them in order t

o maybe shift some of them up into this other area. Gayl Chivers: And where do you get that information. I'm sure you're all aware, because you've all been doing really well at collecting your Gayl Chivers: demographic data and maintaining that and using that for analysis and information right I'm sure you're all nodding your head saying yes of course we have that information. Gayl Chivers: So we want to identify a persona and we want to break that down into a specific group of people that you w

ant to focus on for that map. Gayl Chivers: that's relevant to the business goal. In other words, the map purpose. The thing about breaking down personas, is it can be done a whole heap of different ways. Gayl Chivers: What you want to think of in the back, your mind is what is the experience. What is the group experience that I'm trying to capture Gayl Chivers: For example, if we want to do a journey map for our clients so beneficiaries, say for example Bruce's business. He has children with ca

ncer. Gayl Chivers: But he also has their family. Now these are two separate groups have two completely different experiences. Gayl Chivers: Therefore, we can't do a journey map just the client beneficiary. We're going to have to break it down so we can really get in their shoes. Gayl Chivers: So if we're going to look at children with cancer. The next thing we need to ask ourselves, what are the key different areas or Gayl Chivers: Experiences. I guess that can break that down further. So clear

ly a child under the age of five is going to have a very different experience to a child between ages of 13 and 17 Gayl Chivers: So again, when you're thinking about your persona and your journey mapping and being able to get us to think about what's required for them. Gayl Chivers: You need to really decide who it is you're actually going to be doing this for is it different for boys and it is for girls. Gayl Chivers: In this case, is it different if they have one type of cancer condition to an

other type. So it's up to the up to you to decide what's going to work best for your organization. Gayl Chivers: So yeah, these are all individual personas. Now you don't want to be doing all of them, as I said earlier, you want to be doing that. Just a few of them that will most mostly benefit and leverage Gayl Chivers: Those business goals is trying to achieve. So this is one for donors and again it's only just giving you the idea or the understanding of where you can start Gayl Chivers: So yo

u may have donors who are retired donors who are working and many other categories. Gayl Chivers: So for this example, we might say, okay, well we've got some key retired donors who are really, really good ones. We want to have a look at Gayl Chivers: Some of those are pensioners and some of those are self funded and then you may say to yourself, is there a difference between these two groups of people. Gayl Chivers: In their experience and why they give to us, and if so, what are they intereste

d in how much further do we need to break this down in order to actually do a journey map for this particular group. Gayl Chivers: And something else to think about that sometimes can be forgotten. Is that, is there a difference in experience. Gayl Chivers: From Jen's it's to Gen Y's genetics or baby boomers and is that something you need to think about when you're developing your persona and the person you're about to do this journey map for because clearly the experience of Jen said Scott to b

e quite different to your baby boomer generation. Gayl Chivers: So I want to give our persona. Gayl Chivers: We want to make them real now if any of you've done sales and marketing, you're going to know this from the back Your hand is going to be so easy for you to give them a name, age, sex family status interest, find out, make them a real person. Gayl Chivers: And so here we've got Elena. She's a, she's a fantastic donor. She's in your 20% of big givers and we've got her age things she's inte

rested in right down to the fact that she's PRESIDENT OF THE BOWLING club. Gayl Chivers: And the reason that we do this and get really into her shoes and make her real person is because allows us to do our empathy mapping much more easily we can really get it also allows us to Gayl Chivers: Become more effective when we start looking at opportunities to try and reduce or eliminate pain points. It also helps us think about where can we contact. These people are there are opportunities in differen

t areas. Gayl Chivers: So here's Elena. The next stage of the journey map. We're going to look at the scenario. And what are your expectations. Gayl Chivers: So scenario is, what's the situation for this persona in relation to what your organization does Gayl Chivers: So in this example, we say Eleanor wants to support disadvantaged children to access education and other life skills. She isn't sure who to give to her. She can trust or what the impact of a support might be with your organization.

Gayl Chivers: Expectations are related to what is what I heard expectations in relation to this scenario. Gayl Chivers: which have to do with your organization. And you may already have this information, you may have collected that through interviews conversations surveys for some people they might do focus groups, a whole different way of collecting this information. Gayl Chivers: The next part of our journey map is the different stages this person goes through. So obviously for doing. Are the

y going to be Gayl Chivers: Having general life events going on. So we can imagine that perhaps you're sitting there watching TV and they've seen something on TV and perhaps Gayl Chivers: They've seen an interview or a documentary or something that's talking about Gayl Chivers: The fact that there are disadvantaged people in their own country disadvantaged children who are not being educated because they just don't have the funds for education and there's financial issues. Gayl Chivers: That cou

ld be a real realization for them. Maybe they weren't aware of that before I might go, what, how is this happening, how is this happening even in my own Gayl Chivers: Backyard or overseas, but they'll go through a different stage they might then go through a research stage like what's going on with the situation, who's dealing with it what organizations are helping. How is this happening, what Gayl Chivers: They'll go through a decision making stage of, okay, I want to help. How am I going to he

lp. How much money do I have, and lots of other decisions, who am I going to give the money to Gayl Chivers: Then eventually they'll go through the stage of donating and connecting with the organization. Gayl Chivers: And then the last stage is post donation. Yes. Jerry Seinfeld. What now. Gayl Chivers: Now that I've given this money. What happens next. These people going to contact me. Am I just happy that I've done that one thing is this going to be an ongoing thing. So as you can see there is

a very important stages to be looking at. So now we have our stages across the top. Gayl Chivers: The next thing we want to do is start looking at their thoughts, emotions actions and pain points through this process. And this is what's called empathy mapping Gayl Chivers: This is where we actually get in their shoes. Let's Bruce was talking about earlier, pretend that we're them basically Gayl Chivers: And try and map out what's going on for them. Some organizations will also include gains and

benefits in the empathy mapping mapping process, which obviously can be extremely beneficial. Gayl Chivers: When it comes to looking at opportunities and decisions and whether or not there's areas we can actually consolidate that Gayl Chivers: Before I mentioned touch points I have seen a lot across a lot of different organizations doing a lot of different things. And one of the things I've seen is someone attempting to do journey mapping by touch points alone. So I just want to touch on this b

riefly, no pun intended. Gayl Chivers: So we've got our donor. And this is the research stage. And we're going to talk about actions. Gayl Chivers: So as we saw earlier, there are different actions going on. But if you're just doing touch points. The very first thing you might have is, they might see a Facebook ad Gayl Chivers: And then that Facebook ad might lead them to your website. And then as a result of them seeing that website, they may make a phone call to you or they might fill out a fo

rm on that website and you might call them. Gayl Chivers: So you you've touched them each time here as a result of the phone call. They might receive an email from you that he might send them to another website to perhaps fill out a form to be a long term diner. Gayl Chivers: The problem with journey mapping by touch points alone is that you're missing key opportunities, what's happening. Gayl Chivers: In between these things, what's happening when they've looked at your website and then making

a phone call. Is there something in here. Gayl Chivers: That we could be addressing to make it so that it's more viable that they will do what you want them to do basically and give money soon on what pain points. Can you avoid. So going back to our earlier example you can see here on the actions that there are no touch points in these stages. Gayl Chivers: But they're important actions to understand Gayl Chivers: Here are all the touch points here, and we can talk forever about all the differen

t touch points. So basically anything. It could be a podcast. It could be a YouTube video could be Gayl Chivers: SMS, it could be a whole heap of different things. Anything that connects them to your organization could be a radio ad Gayl Chivers: But by ignoring they use all the actions you're missing these important opportunities. So in this case, for example. Gayl Chivers: Where they've written. I've heard of the Samaritans organization you only call them when you're feeling suicidal. That mig

ht be an important organization opportunity to do something to address that. Gayl Chivers: Hope that makes sense. Gayl Chivers: I also want to talk a little bit about empathy and sympathy, because you'll hear a lot about that. I know you hear a lot in the HR world that we need to have more empathic organizations. Gayl Chivers: The important thing to understand is that empathy really is. You feeling their pain, which is perfect for empathy mapping because you want to become that person feel that

person. So, you can write down what you think they're thinking and feeling and what actions are actually taking Gayl Chivers: But sympathy is important when you're stepping from an organizational point of view in for counseling and support. So it's important to be able to empathize but Gayl Chivers: When you're supporting someone if that person, for example, is in a state of trauma. Gayl Chivers: You don't want to be wearing that state of trauma. You want to be able to understand it recognize it

and step away from it so that you're able to provide appropriate support for that person hope that makes sense. Gayl Chivers: So bit more empathy and sympathy that you can look at later. Gayl Chivers: Also want to touch on the empathy map canvas. A lot of people use this canvas and I've seen a very large organization do a whole heap of busyness on an empathy map campus. Gayl Chivers: Empathy map canvas and then have it just sit there on the desk, because they had no plan for it. Gayl Chivers: S

o I have some important notes if you are going to use empathy map canvases. And that is to be sure you use your empathy map. Gayl Chivers: Each stage of the stakeholders journey and understand it is a tool within other tools. It's not meant to stand alone and they really must be a next step. So Gayl Chivers: What's happening, what are you doing to resolve those pains or support those gains or tolerate those. It can also be used to consider new product or service opportunities and it is a great t

ool for doing that. Gayl Chivers: So stage for an hour journey map is now that we've understood with empathized with our persona. Gayl Chivers: We've seen their pain points we've seen what works, what doesn't work. It's what can we do differently to improve what can we do to reduce or eliminate percent of pains. Gayl Chivers: And consolidate the gains and that might include a heap of really fun stuff brainstorming some research and creative and design thinking and at the end of this presentation

, we have some tools there that you can link to to support you in that process. Gayl Chivers: So Step five. After you've completed your journey map is what's next. So obviously we want to make some decisions and Bruce mentioned this earlier, which is perfect. Gayl Chivers: Are these ideas desirable, are they aligned with their organizational mission and values, how they feasible. Are they viable. Gayl Chivers: But I also want and Bruce mentioned this to which is fantastic. I also want to mention

to take you, but you need to open your thinking. Gayl Chivers: And ask the question, how can we sometimes in nonprofits. It's very easy to say, look, we don't have capacity. We don't have the skill set and we don't have the money. Gayl Chivers: So the question is, how can we, how could we do it. Is there another way that we could achieve this. Gayl Chivers: Then of course you want to plan and implement that plan test and measure. And again, Bruce has got some great tools and information around

digital analysis. Gayl Chivers: And you can do that also through questionnaires interviews and however you normally do it and I'm sure you've got that sorted your organization. So Gayl Chivers: And then if you can review and update and I can hear some of you saying, oh, that's all very well. Gail except like we just don't have the time to be doing this. Gayl Chivers: But if you're here today, you understand the importance that when you invest in something, you get a return on that investment and

this really is a business performance tool. So there's huge benefit in applying it. Gayl Chivers: I'd like to show you a few more examples. And you'll see as I said people doing journey mapping a whole heap of different ways. But the key elements or here. Gayl Chivers: So his Sarah, so she's a persona and this is her scenario hit these expectations. Gayl Chivers: These stages across the top to side trials. This about seeing them are going to movies, but I just want to point out the different ar

eas. And here, they've got her actions. So these are all the things she's doing Gayl Chivers: And this time they've used this what I call a string. And sometimes if you're doing this in a classroom or workshop, you can actually use a string to represent her emotional journey and her thoughts are added to that journey. So her highest is YAY FINALLY, I can relax. Gayl Chivers: So here's another one. Using the same visual lines to express the emotional journey. And again, the thoughts are attached,

but also notice that they're moving through the stages or phases, whatever you want to call it. Gayl Chivers: We have provided for you all those that contact Bruce or Gayl Chivers: You'll have to see Bruce, but there is an Excel spreadsheet were provided for you, which gives you the key elements and you can use that Gayl Chivers: As a guide. If you decide to run workshops we can actually in simple terms just fill out the spreadsheet, but it's much more fun when you use sticky notes and lots of

other fun stuff. But, Bruce. We'll talk about that soon. Gayl Chivers: So I'm going to hand you back to birch now. Bruce Nean: I'm here. Sorry, I just had to unmute myself. I'm going to share my screen. Bruce Nean: Here we go. All right. Excellent. So we're just going to run through very quickly. Bruce Nean: What running a journey mapping workshop can look like. So just a few steps here and that's adapted from the customer experience book by Ellen Pennington, Bruce Nean: First thing is to set an

objective. What is the business issue or the problem because you could spend weeks doing journey mapping workshops Bruce Nean: So you got to have a very specific problem, pick your team now on us on a they can range on a few different scales that gal pointed out to me. So you can do this with 60 people in groups, or you could do it in, you know, Bruce Nean: Sort of a group of 12 to 15 people and what you're wanting to do when you pick your team is to make sure that each our costs across the bus

iness both vertically and horizontally include a variety of levels and functions could be finance legal compliance sales. Bruce Nean: Service operations. It takes our marketing. Bruce Nean: As a minimum. So, because you want people to understand the whole operation. Bruce Nean: And make sure that they're all our understanding the customers journey along that to you want to think about including people that are influences, those that are motivated engage and a vocal Bruce Nean: And also make sure

you've got a blend of youth and experience. And as much as you can, if it's possible to get some beneficiaries and some stakeholders there, so you're not just making assumptions. Bruce Nean: About people's journeys but assumptions are really great place to start. Just to say because sometimes you've got to start somewhere. Bruce Nean: And then the next thing is prepare for the meeting. It's really great to do it off site, if possible, to get people out of their environment out of this fishbowl

Bruce Nean: You know, big enough for him that people can walk around and be, you know, interactive no distractions. Put the phone on message light some rules apply. And this is something that I did with that little journey mapping session that I did in our organization. Bruce Nean: Is often people come into this sort of thing you know you're trying to solve a problem and you don't want people to then get their backup thinking Bruce Nean: I'm going to be called out on what I'm not doing properly

or some business processes and you just want to lay some ground rules that guys, this is a place to to drain to be creative. Bruce Nean: It's not a place to jump straight to solutions or to the problems or delegating will you over there in admin should be doing this for you over here at doing this thing. Bruce Nean: Because that's not going to be creative. That's not going to allow for creativity and and for that dreaming, you know, lay some foundations that if we had all the resources in the wo

rld all the time in the world. How could we solve this problem. Bruce Nean: And then that's where you go to the other areas of that human centered design. Okay, what's feasible. What's viable and at the moment where Bruce Nean: With us Salesforce CRM. We're in the viable stage, we're looking at, okay, we've got a great dream of what our customer experience is going to be. Now we got to find the money for it and and the time Bruce Nean: So let's get Visual. Visual not going to sing that. Bruce Ne

an: I've been diving down a rabbit hole of looking at visual thinking and all sorts of sketch noting and things like this. But you've probably all seen or been to a meeting where there's post it notes, there's all this interaction. Bruce Nean: We might cringe about these sort of meetings as well. We just want to sit there and type away in a meeting or something. But there's really something powerful about visual language and visual language. Bruce Nean: Dive super in his book says that visualiza

tion is worth at IQ points. And what it does is it taps into our energy, our intelligence and our creative creativity. So when we run these journey mapping workshops Bruce Nean: Where when using texts were using graphics and we're using the movement of our body. So it becomes a real dynamic thing when we get into these workshops. What you'll need. Bruce Nean: To I think that you can fit it all into a whiteboard that that's not going to work for you. I've done that before. And it's a huge mess. A

nd so what you want to do is get some large pieces of paper. Bruce Nean: And you might want to prepare beforehand to think about what the, what the high level stages that you want to tackle law in this journey life cycle. Bruce Nean: So you might want to put them down into four high level stages. So make sure you just get some big sheets of paper, put them up blue tack them around. Bruce Nean: The room, and that's what you're going to map your journey on lots of post it notes to write up the dif

ferent interactions or the pains or Bruce Nean: All the different parts that you're going to map here and it might be really good to get different colors of post it notes as well to sort of help you group those different kinds of ideas and then you might actually want to explode out Bruce Nean: One portion of that journey. If you're looking at the website, you might not want to explode that part of the journey out. So maybe smaller pieces of paper to do that. Bruce Nean: Lots of felt tip pens an

d then as Gail said once you start to map out that journey, you might want to put that that use some string, see what that looks like and on those pieces of paper here. Bruce Nean: What you can do is what you want to do on this piece of paper is put sort of an average or a neutral line on those big sheets of paper and then when you start putting those different interactions, all those pain points or those sorts of emotions and things is you start to move them. Bruce Nean: If it's below the line.

If it's a it's a bad emotion or a bad experience or above the line. Bruce Nean: If it's a good one. Bruce Nean: Okay, so after the journey mapping workshop and I know that we've just skimmed over that really quickly. But here's just a few little steps to take to Bruce Nean: What you're going to do after that is what you want to do see the type those sheets of paper and that's why it's good to have sheets of paper is that you've got a record. It's not all just going to fly off the wall. Bruce Ne

an: And then you want to convert that into a spreadsheet or an infographic or use some customer journey mapping software. Bruce Nean: And then, from my point of view, I guess, a journey map might be quite linear, but when it comes to putting together like a marketing campaign or an automation flow. Bruce Nean: I kind of want to see how they all interact and if there's some similar similarities. So you might want to throw them into a flow chart. Bruce Nean: So you can see what people are doing so

you can map out you know your email marketing and all those sorts of things. And then you want to communicate the results. Bruce Nean: And then we've got all the time in the world to adjust their systems and processes planning and implementation. Bruce Nean: And then updates supporting policies and procedures and then test and measure and then make sure you're reviewing this you know it's an iterative iterative process. Bruce Nean: So now we're down to the fun part. Some tools that you can use

to help you with this journey mapping experience. Bruce Nean: One that I've come across, and I now use is called New Express. Yeah, it's fantastic because after you've done your journey mapping workshop. You can then go into this software. Think I can pull it up here. Bruce Nean: So this is just an example. Bruce Nean: What I really like about this software is that you can apply pictures so you can make it really visual as well. And then you can have so much fun moving around these little people

and changing Bruce Nean: The expression on their face. Bruce Nean: And then as very similar to what gals provided here. It's got templates of, you know, Bruce Nean: Writing down the different areas like touch points pain points opportunities and things like that. You can add new columns and everything. And then you can also look at you can develop personas, you can map out people's personas and all of this. So it's a really useful tool to Bruce Nean: To make that a lot easier. Bruce Nean: So th

at one's really great. And the interesting thing is, is that it integrates with Google Analytics. So if you want to try and put in Bruce Nean: You know, things that are happening online into your journey map you can somehow integrate that which will be interesting to see how it works, which is really powerful as well. Bruce Nean: I'm gallery, just want to quickly mention what the brainstorming tools. Gayl Chivers: Yeah, sure. Um, so when we get to that area in our journey map where we're looking

to solve some of these problems. And one of the things I mentioned was brainstorming. Gayl Chivers: The Six Thinking Hats is just a useful tool. There's many different types of brainstorming tools you can use to get people going if they're not familiar with the brainstorming process. And there's different ways you can actually achieve that. Gayl Chivers: So there's a link there to the Six Thinking Hats where you put on a different hat and each hat represents Gayl Chivers: Different things to th

ink about. So the white hat is to think about facts and yellow hat is about something different and the great and so on and so forth on the right. Gayl Chivers: There's also a link here for since it is digital for good a whole heap of digital brainstorming solutions and they actually this particular link compares those. So there's a whole list. If you're interested in having a look again. So, yeah. Excellent. Bruce Nean: And as I mentioned, you might want to create a flow chart to see how all th

ese journeys combined, especially if you're doing a campaign journey or some automation and things like that. Bruce Nean: So once that I've really enjoyed using its x months I use it on my iPad and then it converts the desktop. So it's really great to just map out all of those things and Bruce Nean: Listen shot. So, another really good one to use. Then there's also mine, my stuff. Interestingly, Kane has some really nice mind mapping templates and infographics that you can create Bruce Nean: For

your journey maps. And then I think probably the pinnacle would probably be Miro Bruce Nean: For different diagrams and things that you want to Bruce Nean: Make there is a free trial so you can sort of test that out before you Bruce Nean: Commit to that on but sounds really good. So here's an example. I think this is a template. Bruce Nean: So very similar to what you're doing. Bruce Nean: face to face with people you can do that, you know, online ways as well. And people can collaborate. As yo

u can see all the different users up Bruce Nean: Another area that you might want to consider when you're doing this journey mapping is creating some UX. So some UX. What is that user experience comics or some artifacts. Now this one I made up. Bruce Nean: It's kind of to do with that idea of our beneficiaries of childhood cancer support so often when they come to us. I mentioned that there are no confused state that the stress. Bruce Nean: As you can see here, they've just been handed a diagnos

is for their child. And I've packed their bags. I've only got a few days worth of clothes on them. Bruce Nean: And and they can't have been told. Okay. You've, you've got your shoulders to go into, you know, treatment straightaway. You've got to find a place to stay. Bruce Nean: And they get told about childhood cancer support. So they might be in the hospital Cafe. They've just been Bruce Nean: Given this diagnosis and then they're trying to figure out how to get to childhood cancer support. So

things like this are just a good visual representation of Korea people Bruce Nean: Where are they like what environment. Are they in when they receive this news or receive an email from you, etc. So it's a really good idea to sort of come up with maybe a few little comics or a few little visual representations along that journey to remind people Bruce Nean: To put themselves back into the shoes of their people, a really fun one. This is free. You can go to this link here. Bruce Nean: So it's a

PowerPoint presentation and it gives you all these little people and they can pull apart their arms and you could change the expressions and faces and everything. Bruce Nean: So you can create these little maps which is really, really fun. So it's not too complicated. Another one which is fantastic is called pixton so it's online, you can create there's different backdrops as different people and characters you can put them in different Bruce Nean: Positions, you can add different facial express

ions. So give that one a look. It's a little bit limited, but you can probably get away with using that as well. Bruce Nean: Just from the digital point of view. And so trying to, I guess, we haven't really gone into collecting data and collecting Bruce Nean: We're sort of going off assumptions, a lot. I guess with what we've discussed, we haven't really gone into looking at surveys and collecting that kind of data. But one way you can do that online to see what people are doing on your website.

Bruce Nean: Is using hot jar and this helps you to track those micro interactions that are happening as people journey through your website, there is a limited free account for it, but you can actually just get enough insight from that free account. Bruce Nean: One thing, what it does. So I'm just backtracking. You can, what you do is you install a piece of code on your website and then it will give you Bruce Nean: It'll give you things like heat maps. See where people's curses are going on you

r website, it will give you individual recording. So here's just a little example of a landing page I created and it shows you what people are doing as they're filling out your form. Bruce Nean: And so you another nice feature. It can add a little feedback. Bruce Nean: Button to the side of your website. So if people are really frustrated Bruce Nean: With a particular part of your website, they can write that experience. Bruce Nean: And yeah, I guess, the two Bruce Nean: When we think of journey

mapping, we think of the big things we think of the big Bruce Nean: Problems that we might have in our organization or those big interactions, but it's little micro interactions can be the thing that make or break your nonprofit as well, or make or break Bruce Nean: That experience. And this one is as an example in a past organization, we had someone trying to make a $20,000 donation online and it failed multiple times. Bruce Nean: And we did get the money in the end, but if it wasn't for hot j

ar. I would not have known in any other way. What fails and all it was is that this person was putting a little comma Bruce Nean: When I typed in $20,000 so I could actually see, I could go through the recordings and actually see what why it failed and make those adjustments later. Bruce Nean: This is just another example of what it can do, you know, grab your popcorn. When you're doing so. Bruce Nean: Hot jar, because you'll end up just watching videos and videos of people interacting on your w

ebsite. Sometimes it's horrifying. Bruce Nean: Because you save them doing what you don't want them to do sometimes is really powerful. Like, so this is a story about a mother who lost her child to cancer. And you can actually just see where people's Bruce Nean: You know cursor goes to see what really draws them in into story see them hover over a picture. Bruce Nean: And I might say that for 30 seconds. So you can actually really pick up what parts of your website or parts of Bruce Nean: Those

story pages are really powerful. And you go, you know, I'm going to use this picture, a bit more or this part of the story is a little bit more powerful. So that's, that's where that Bruce Nean: But just really useful. Just some other related tools here and explain has a lot of great worksheets. Bruce Nean: To do with customer journey mapping and all sorts of, you know, human centered design. Another great website is design kit. They actually have a full human centered design Field Guide there t

hat you can download and then a whole lot of other Bruce Nean: Worksheets as well. Another great website for this brainstorming. Bruce Nean: You know it's brainstorming sessions is called Game storming and it's focused on a book that was written by this guy that I can't remember his name. But yeah, he has a whole lot of different games. Bruce Nean: To help you run these sorts of workshops and you can actually add your own games and add your own tools and resources there as well. So make sure you

check that one out as well. Bruce Nean: Guys, we've got heaps of time on our sleeves. Have we got any questions or anything that we let you just burning to share Bruce Nean: Got lots of great comments in here. Bruce Nean: Anyone burning with anything they'd like to share or some questions love to hear from you. This is your time to talk Bruce Nean: No worries, Renee. Thank you. Bruce Nean: Thanks, Ruth Ruth, you are like the expert in empathy and all sorts of stuff. Would you like to give a lit

tle bit of insight. Maybe so. Dr. Ruth is from Bruce Nean: The Australian center of philanthropy and nonprofit studies at the Queensland University of Technology, and she just loves this subject so would love to hear your thoughts to Ruth Knight: Well, first of all, my goodness. Fantastic. You cover so much Ruth Knight: And it is a big topic which can feel overwhelming. So if anybody's Ruth Knight: If this is your first time and, you know, introducing yourself to this topic, you know, don't feel

afraid if you feel overwhelmed because that was huge. Well done. Ruth Knight: Gail and Bruce and but I think people need to realize that, you know, it is about just taking the first step. Ruth Knight: And just starting to get your head around, you know what this means and how you can use it within your own organization. Ruth Knight: Please don't. I've had a few examples where I've gone and tried to go again. We're going to do this. Ruth Knight: And then people have just gone. Whoa, that's just

way too much because you know what empathy is actually really hard for people, even in our sector, you would think that we're really great at it. But in actual fact we're not used to it and then Ruth Knight: So I suppose I want to just add to this great presentation that, you know, start small. If you've never use these kind of tools in your organization. Ruth Knight: Just start with a little bit of an introduction around what empathy is and what an empathy map is even before the journey mapping

because you need to get your head around empathy before you can do the journey mapping Ruth Knight: And so really just try and introduce people to the concept of, you know, putting yourself in the shoes of a Ruth Knight: Stakeholder customer donor whoever it is that you want to look at. Don't do everybody don't do everybody at once. Just pick one stakeholder to start with to get people comfortable with the process. Ruth Knight: Then when they get really excited and go, this is really cool. Then

you can kind of open up and say, well, let's nail do donors or not. Let's now dig families on. Let's nail do. Okay. So just start with Mike. This is my tips. These are just my tips, Bruce. Ruth Knight: But you know, I would just say start with one stakeholder just start with empathy mapping once people really get engaged and go, this is awesome. Then you can go on to the journey mapping and use your empathy skills to then do the journey mapping Gayl Chivers: Yeah, I would agree with that. Defin

itely Ruth. Bruce Nean: Yeah That's brilliant. Thanks for, I think, yeah. And you might be surprised. Bruce Nean: If you think you're going to cover every Bruce Nean: Every signer in a in an hour meeting. Bruce Nean: That won't happen. Gayl Chivers: Unless things are usually done over a Gayl Chivers: Period of time. So it might be a whole day workshop, just to do one one section of what you want to cover and then it'll be planned out over time. Yeah. Ruth Knight: And I think the other thing you

said that was really important was the fact that you actually need to go and check your empathy maps with your actual stakeholders. Ruth Knight: We make a heap of assumptions in our biases come in, whether we like it or not, and Ruth Knight: So we can do these wonderful empathy maps. But if you haven't actually gone and asked your stakeholder some questions and you haven't actually gone and checked it out with them. Ruth Knight: Then you're probably making a whole heap of assumptions. And the ot

her thing is about Ruth Knight: digging deep so I was talking with an organization yesterday and they've started to do some empathy mapping and they're loving it loving it. Ruth Knight: But when I was reviewing what they were doing, you know, I said, I gotta dig a bit deeper like they were really just looking at very surface things and things that were quite observable by that by the staff. Ruth Knight: And, and, you know, I said, Have you asked why they're thinking that and why they're feeling

that and why they're doing that. Ruth Knight: So I think there's a little bit of a, you know, we have to kind of just not do this a surface level maybe initially, that's okay, but we didn't really have to start asking ourselves why, you know why are they not clicking on that button. Why are they not you know donating that money. Ruth Knight: Yes, is Gayl Chivers: There's a great deal that that can be covered. I think it's almost are several hours if not a day's worth of workshop on its own so ye

ah hopefully in one hour we have Gayl Chivers: A good starting point for everyone. Yeah. That's brilliant. Information race so grateful, so grateful. Bruce Nean: Thank you. I'm just wondering to in the people that are still on here. Bruce Nean: Maybe you haven't. Maybe engaged in a journey mapping Bruce Nean: Workshop, but Bruce Nean: Have you maybe done this without knowing it's and you can sort of Bruce Nean: Share on what you are doing in this sort of space. So be great to hear from some othe

rs. Bruce Nean: This put it in the to say yes in the chat and then I'll turn you off mute. Bruce Nean: All Renee. Renae Randle: All right, I'm here, I'm I've never directly engaged in doing journey mapping organizations I've worked for have definitely done it, but Renae Randle: A smaller organization I worked for before where I am now we're all a really engagement. So the service team work together and the fundraising team work together and what we never directly deeds. Renae Randle: We didn't s

it down and map anything out. We talked a lot about who our beneficiaries were and probably more who beneficiaries were rather than the donors so it gets we inadvertently did it. Renae Randle: One question I was going to ask, and I think really kind of answer that a little bit, but the organization and work for now. He's muscular dystrophy Queensland. Renae Randle: I haven't been there that long. I haven't done any sort of mapping since I've been there yet, but at what stage do you think you mig

ht involve saving Renae Randle: The beneficiaries like would you ever get them involved in doing this mapping Ruth Knight: Bruce Lee thought dancer, or you Renae Randle: Will anyone Ruth Knight: Um, Yes, definitely. But I would add an huge word of caution. Renae Randle: Huh, yeah. Ruth Knight: This is quite a personal Ruth Knight: Appreciate appreciative inquiry process, you know. Okay. And so when you start when I say, Renee. How you feeling right now. What are you thinking Ruth Knight: And now

those are quite personal questions. Yeah. And if I don't have a trustful relationship with you and you don't know why I'm asking those questions you that's going to be very, you know, personal and possibly damage our relationship. Ruth Knight: Yeah, so I I believe there's a time and a place for checking out your assumptions with your clients and you don't have to get out a little say I'm doing an empathy map, you know, Ruth Knight: You know, you don't have to do it formally Ruth Knight: And you

may do if you want to get a focus group you absolutely can do it formally as a focus group, but you would fully explain to people why they were coming Ruth Knight: What you were doing what questions you were going to ask. So if you want to do it in a formal process go for your life. But you have a skill facilitator and Ruth Knight: You set out exactly what the objectives are, and then what you're going to be asking them, and the confidentiality, you do all of that. Ruth Knight: And you're going

to, that's the formal process. And then if you're going to do an informal process where I'm just having a chat with you because you're my client or you're my donor. Ruth Knight: Oh, you're sorry your photos, just right. And so he doing it in a more informal process. You might be just calling a donor. Ruth Knight: And saying, Hi, how are you just checking in on you, you know, lots of things going on with covert at the moment we're just calling our donors, just asking them how they're feeling, yo

u know, so you can do it in a very conversational way. Ruth Knight: Yeah. Ruth Knight: But again, Ruth Knight: You know, really be careful how you do that because you will damage relationships. If you go in hard and say, so what are you thinking, What are you doing, Ruth Knight: So that answer your question. Yes. Renae Randle: Absolutely. Thank you. Bruce Nean: Excellent. Guys, I'm just conscious of our time. So we will wrap it up there. Bruce Nean: Feel free to reach out to us. So you've got ou

r contact details there. Bruce Nean: If you've got LinkedIn on your phone, just pull out the app and give give that a little skin there. Bruce Nean: If you'd like the presentation the slides gals wonderful spreadsheets and recording from today just join our mailing list is probably the best way to do that and that way you'll Bruce Nean: Be across upcoming events as well. So just go to digital for good.com.au and we'll send that out to you. Hopefully in the next few days after I recover. Bruce Ne

an: But I just want to thank my wonderful partner there Gail, who did so much work for this is a stars fantastic job and for everyone for contributing and getting involved. Bruce Nean: I really hope it was beneficial for you. It's probably opened up a world of possibilities of things you could go and research as well. Bruce Nean: And I know that both Gail, and I would love to hear from you, if we can help you in any way. So please reach out and we'd love to stay connected with you. Bruce Nean: W

ill probably have a meet up in the next month or two on an exciting subject, if there's something that is burning that you want to know about please let me know and it might help direct what our next topic will be Bruce Nean: wish you a wonderful day. The sun is up in Brisbane, and I think we should all now jump on and give away as we sign off, because that's what you do on zoom you wave. Have a wonderful day everyone. Thank you. Bruce Nean: He lives still there. Eli van der Giessen: I Bruce, we

're still running. Bruce Nean: Yes, we're done. I'm just wondering if I have to do anything to stop the recording or you'll Eli van der Giessen: Go when you shut it down, it'll just kill