One of the recent projects I worked on, was a group of senior scientists.
Just for kicks, I decided to make the roadmap a little differently this time around. (In frame)
The theme of the roadmap was the different phases of a scientific experiment- a small slice-of-life of what these folks do on the daily. I even scribbled some chemistry formulae and equations for the “finishing touches.”
Not realising the impact that it would have on the participants.
Mid-session, one participant went upto this chart, marvelling at it. The participants asked where we got these printed from, and couldn’t believe their ears when we told them it was hand-made (doodled).
They then went on to spend some time ogling at the chart, taking in the finer details. And just for laughs, they even tried to solve / decode those chemical formulae and equations.
This changed the whole vibe of the session, and elevated their spirits! They applauded, and were seen taking pictures of the chart for keepsakes.
More than anything else, it brought a big bright smile to their face, as they felt valued by this small gesture.
This made me realise that a little goes a long way, in customer centricity; and that participants notice EVERY.DAMN.THING.
Not all may be as vocal about it, but these little gestures and efforts wouldn’t go unnoticed.
Point is, Charts can make or break your sessions. So, chart wisely!
(Hang on, I also have a flip side story to this. Stay tuned for part 2)
The Power of visual anchors in a session
