The Joyous Impact Framework

Introduction

Over the last year, we have developed the Joyous Impact Framework. There isn't an existing method for senior leaders to govern enterprise conversations - at scale. So, we invented one alongside our most innovative customers.

We have worked with senior leaders across both operational and people functions. Our focus is on large enterprise. We work with Service Providers across: Banking, Energy, Information Technology, Iwi, Manufacturing, Media, Retail, and Telco/Cable. We are also branching into Healthcare, and Government.

This framework applies to all these industries, and beyond.  

Figure 1 - The Joyous Impact Framework


The elements of The Joyous Impact Framework

The Impact Framework consists of four major elements:

  • Key Impact Areas. Four key impact areas encompass the strategic interests of a senior leadership team.  They are: People, Customer, Patterns and Potential.
  • Topics. For each impact area there are three topics. Most problems or challenges in each area naturally fall under one of the three topics.
  • Campaigns. For each topic Joyous has a series of pre-designed campaigns. Campaigns run for three weeks and the audience depends on the challenge being solved.
  • Conversations. A campaign consists of three conversation starters focusing on ideas, impediments and knowledge.
Figure 2 - The four elements of the Joyous Impact Framework


Organizations use the framework to prioritise enterprise conversations. It ensures deliberate impact on all aspects of people's working lives.

We want all organisations to expand their use of feedback across the enterprise. Not only will it make life better for your people, it will also impact the success of your organization.

The Joyous Impact Framework Principles

Enterprise Wide over Function Specific

The framework covers all strategic areas of a modern organisation. Senior leaders use the framework to collaborate when planning campaigns. Thus reducing the overlap and overload that occurs when leaders gather feedback in silos.

Structured over Disorderly

The framework covers everything from strategic alignment through to how we deliver campaigns. Conversations are deliberately structured. They solicit actionable themes using a method that minimizes disruption and maximizes impact.

Flexible over Prescribed

Each organization has unique challenges and common terms for elements of the framework. The framework is designed to be flexible, and we work in partnership to tailor it for each organization.  

Conversational over One-way

While campaigns get prioritised by leadership, Joyous routes the feedback to the right people to respond. Those people can then ask for more information, provide support and build relationships.

Actions over Measurements

Joyous conversation data is well-suited for gathering actionable themes. This leads to better outcomes, faster. And allows us to make full use of the expertise of your workforce to solve your biggest challenges.

Campaigns

Joyous campaigns are organised by topic within the Impact Framework. Think of them as well defined templates that are easy to tailor to your unique challenge or problem.

Figure 3 - Joyous Recommended Campaigns

The 36 campaigns in the figure above are ideal for organizations to consider when planning their campaign schedule. The order in which campaigns are prioritized and the extent to which they are tailored is completely flexible.

Additional campaigns are available for each of these areas. Joyous also regularly creates bespoke campaigns as needed.

The remainder of this section provides an overview and sample campaign for each impact area.

People

Figure 4 - The People Key Impact Area

The focus of this area is to positively impact the experience of your people. The challenges many organizations face are the same as they have always been. However, they are amplified by the effects of a long term pandemic.

For example, ensuring that individuals are getting support to do their job when they need it has become even more challenging. So the 1.01 Improve Individual Support Campaign helps identify people's ideas, impediments and gaps in knowledge relating to this challenge.

Figure 5 - Campaign: 1.01 Improve Individual Support

Customer

Figure 6 - The Customer Key Impact Area

The focus of this area is to positively impact the experience of your customers and grow your customer base. Joyous uses the knowledge of your customer facing workforce to impact customer growth, quality of service and advocacy.

There is a direct link between customer satisfaction, and the experience of your customer facing workforce. The intention is to compliment your Customer Experience (CX) tool, not replace it.

Many organizations run regular Customer Campaigns. Each targeting a specific product, activity or issue. The more targeted a campaign is, the more likely it is to make an impact.

For example, ensuring that your field workforce can complete common activities first time will increase customer and team satisfaction. So the 5.01 Reduce Repeat Activity Campaign helps identify people's ideas, impediments and gaps in knowledge relating to this challenge.

Figure 7 - Campaign: 5.01 Reduce Repeat Activity

Patterns

Figure 8 - The Patterns Key Impact Area

The focus of this area is to impact the productivity and output of your workforce. Patterns exist across all functions and divisions.

Consistent patterns help organisations to: improve their ways of working; improve the adoption and effectiveness of tools and processes; and ensure people are clear on their goals and focused on achieving them.

Many organizations run regular Patterns Campaigns. Each targeting a specific tool, system, process or best practice. The more targeted a campaign is, the more likely it is to make an impact.

For example, increasing the adoption of a particular tool can save an organisation time and money. So the 8.02 Increase Adoption Campaign helps identify people's ideas, impediments and gaps in knowledge relating to this challenge.

Figure 9 - Campaign: 8.02 Increase Adoption

Potential

Figure 10 - The Potential Key Impact Area

The focus of this area is to impact the success of the organization. Potential focuses on increasing innovation, refining strategy and mitigating risk.

As we head into a post-pandemic recession, many organizations are entering a period of risk. Potential, if used effectively, can help save jobs.

Many organizations run regular Potential Campaigns. These campaigns can work in a broad context. They are also suited to target specific products, services and risks.

For example, ensuring your product stands out from competitors is a good way to ensure customer growth and retention. So the 10.02 Increase Key Differentiators Campaign helps identify people's ideas, impediments and gaps in knowledge relating to this challenge.

Figure 11 - Campaign: 10.02 Increase Key Differentiators

Next, you might be interested to learn more about the psychology behind Joyous Campaigns.