Onsite THiNK17: What exactly is my job?

“It’s kind of fun to do the impossible.” – Walt Disney

When you start thinking about digital transformation, it can be easy to go down the rabbit hole and feel overwhelmed with all the details that might entail. To start, take a step back and look at the job that needs to be done instead. When you look at the big picture, and you ask the right questions, it’s not scary at all. It’s exhilarating.

Today at THiNK17, we focused on determining what exactly what is it that we are trying to accomplish – for ourselves, for our employees, for our members. If we don’t know what it is that we are trying to solve, what our real job is, then we are never going to be able to transform. To help you through the process let’s take a cue from Disney…

A few years ago Disney released the now iconic Magic Bands. They have a variety of purposes but it all started when they began listening to guest complaints. They didn’t like waiting in line or keeping up with hotel keys, things like that. Now it would’ve been easy(ier) to solve these problems individually, but instead Disney took a step back to look at the big picture. What was causing friction in an otherwise “Magical Experience”? But it isn’t just about accomplishing a task for a guest or a member, it’s about creating a better overall experience that helps employees as well. What they found was that moving to this system allowed their employees to focus on the interaction and creating a special moment, instead of just making one transaction with them.

Today as you go about your work day, take a moment to think about the deeper needs of your members. Why is it that they are looking to you to complete a specific task and how can you help ease the friction in their daily lives so that you can move them from feeling ordinary to extraordinary. Once you start that thinking process, then you’re already on the path to digital transformation.