By Ryan Falkenberg
The truth is that no matter how much staff are trained in policies and procedures, they forget most of it and struggle to keep up with the constant rule changes. All the documents and process flows we capture as decision-making maps for our staff are seldom read or referred to post training.
Ever wished, instead of all this wasted effort, you could just build them a Navigator? Something that would guide them through every known situation so they always ask the right questions, offer the right answers and take the right actions even when they have forgotten everything you covered in training?
Imagine the power this would give your company and your staff! Instead of having to train everyone on the many policy and procedure rules that you want them to apply, you simply hand them your Navigator. When they are faced with a challenge, they then simply let the Navigator know what they think their challenge is, and the Navigator takes over from there.
How your Navigator could work?
Here’s an example of how this could work. A staff member is faced with a known challenge but is not sure how to firstly categorise this challenge, and secondly resolve it. So they turn to their Navigator, either via their stay on top window on their desktop or via their smartphone’s web app. The first thing the Navigator does is help them diagnose their challenge or issue, just to make sure they have got it right. Often a staff member ends up trying to fix the wrong issue simply because they misinterpreted it in the first place.
Once the challenge or issue is confirmed, the Navigator then looks to identify the right solution. This can either be a product, an action and/or a specific answer or response. It does this by asking a series of questions that looks to work out which of the possible solutions is most applicable. These questions could relate to product features or benefits; they could be different technical criteria; or they could be different policy rules. Based on the answers given, the right solution is then identified. The Navigator then looks to guide the user through any relevant process steps that they need to take, based on the solution selected.
Importantly, the Navigator remembers previous choices made and can infer selections or options based on known data. It can also automatically choose different process routes when it is aware of data that could influence route choices.
Once the user gets to their destination, the Navigator can also offer them a detailed record of the route they took, including every option chosen and every step taken.
How hard is it to build a Navigator?
The exciting thing is that with software like CLEVVA, a cloud-based platform that lets you build your own Navigator, you don’t need any coding skills to get it right. You just need to follow a few basic steps:
- Capture all the known challenges and issues you want to support
- Capture all the possible outcomes (destinations) a user is allowed to reach for all these challenges and issues (your products, solutions, and/or actions)
- Capture all the factors that will influence the choice of every destination
- (your policy rules)
- Capture any fixed roads that you require the user to follow in reaching any specific destination (your procedures)
- Link up any existing supporting documentation or videos that could help the user make destination and route choices along the way (your content)
Within a few days you can have a very powerful Navigator capable of guiding staff through all the decisions and actions they tend to get wrong, which create risk in your business.
Why not consider giving it a try? You have very little to lose, and a lot to gain!