We're aiming to take a 'test and learn' approach to culture/behaviour change with a group of people in a specific customer facing job role. The role is a new one and we have to make sure that staff understand what it entails. They will have to develop the technical skills they need to do it well, and the social and interpersonal skills to do it in an engaging and effective way that gives the customer a good experience.
Our specific action is to 'Develop a behavioural change intervention strategy'. Developing an 'intervention strategy' seems to imply a 'plan and implement' (waterfall approach) antithetical to the 'test and learn' (agile approach) with its emphasis'on short development cycles and constant testing – the learning from which is fed back into the development cycle.'
This has prompted us to consider what we mean by test and learn in this context and what that would involve. 'Test and learn' typically involves taking 'one action with one group of customers, a different action (or often no action at all) with a control group, and then comparing the results. The outcomes are simple to analyze, the data are easily interpreted, and causality is usually clear. The test-and-learn approach is also remarkably powerful.' (From: A Step-by-Step Guide to Smart Business Experiments)