Being heard at work means that feedback is taken seriously and leads to meaningful change. This project explored why a company offering workplace culture surveys and consulting, struggles to engage clients in change after the survey. Although the company’s mission is to support change, its structure and routines lead employees to focus mainly on delivering the survey, signaling that the service is limited to data collection.
Structure drives behaviour, and behaviour shapes how the company is perceived.
As a result, the company’s mission is no longer reflected in what it actually does.
To address this, the project introduces a dual client journey, setting up separate processes for survey and transformation clients and supports teams in aligning their behaviour with their mission.

“We do not rise to the level of our goals. We fall to the level of our systems.” — James Clear