Sales Knowledge Management Strategy

Objective

Understand and establish a cohesive knowledge management strategy for agents and internal sales employees

Scope

Strategy Development
Workshop Facilitation
Criteria Recommendations

Role

Service Designer
Facilitation Lead
Researcher

Highlights

My primary role was to design and lead a workshop that sought to develop a vision statement, supported by primary and secondary qualitative research around employee needs to help prioritize efforts moving forward in ideation.

Through a series of generative and explorative exercises, the stakeholders were able to align on the problem at hand and identify a specific focus area to help guide all initiatives going forward.

Lessons Learned

Balance Goals

and Truth

While harsh truths from research help to inform and drive results, they must coexist in a a delicate balance with business goals and stakeholder perceptions.

Define Roles and Responsibilities

It is imperative to communicate expectations and duties of core team members to aid in creating a positive dynamic among designers.

Pace Energy in Workshops

Understanding when to intentionally design ebbs and flows in workshops can help to sustain positive engagement during workshops.