Guided Uncertainty

What is Guided Uncertainty?

Guided Uncertainty is a structured framework for designing and guiding complex human journeys in which meaningful uncertainty cannot simply be eliminated entirely. It looks at the operational journey and the human experience together, with a focus on feelings that can interfere with the journey and, in some cases, even the outcome.

Could Guided Uncertainty help your organization?

Guided Uncertainty is not designed for every customer interaction or every process. It becomes particularly relevant when several, but not necessarily all, of these conditions are present: The outcome or the timing of the outcome cannot be fully guaranteed. Important results depend on external factors, such as authorities, third parties, markets, or biological conditions.

What can the analysis help uncover?

The same visible reaction can have very different causes. A person may appear anxious because the outcome is genuinely uncertain, because expectations were poorly established, because information is missing, because the process itself is confusing, or because too much information arrived at the wrong time. Treating all of these situations simply as a communication problem can lead to the wrong intervention.