Field View Walkthrough™

Improve the organizational experience by improving the systems that create it.

Every organization creates an experience. See your organization through the eyes of the people who experience it. Customers, employees, patients, volunteers, partners, and community members don’t experience departments; they experience the organization as a whole.

The Field View Walkthrough™ is BARC’s signature assessment. Through surveys, observation, interviews, and evidence-based organizational analysis, we identify where your organization’s day-to-day reality aligns or fails to align with its mission, values, and promises.

Every organization creates an experience.

  • Organizations that want to:

    • Improve customer or patient experience

    • Strengthen employee engagement

    • Reduce operational friction

    • Better align daily operations with their mission

    • Understand how their organization is truly experienced

  • Is your organization experienced by customers, employees, and community in the way you intend, and what changes will bring that experience closer to your mission and promises?

What’s Included

  • BARC observes the organization from arrival through departure, evaluating the complete organizational journey.

    Before Arrival

    • Marketing

    • Website

    • Scheduling

    • Communication

    • Expectations

    Arrival

    • Accessibility

    • Parking

    • Signage

    • Environment

    • First impressions

    Interaction

    • Employee engagement

    • Communication

    • Professionalism

    • Leadership visibility

    • Service delivery

    Operations

    • Workflow

    • Wait times

    • Technology

    • Handoffs

    • Coordination

    Departure

    • Follow-up

    • Confidence

    • Satisfaction

    • Likelihood to return

    • Likelihood to recommend

  • Organizational Experience Survey

    Using BARC’s Organizational Experience Survey, employees, leaders, and other stakeholders evaluate key touchpoints across the organization.

    Responses are organized using the Masters • Meets • Misses framework.

    • Masters – The organization consistently exceeds expectations and reinforces trust.

    • Meets – The organization delivers the experience it promises.

    • Misses – The organization falls short or creates unnecessary friction.

  • Recommendations are organized around BARC’s five pillars:

    • People

    • Process

    • Communication

    • Structure

    • Stability

  • For every major “Miss,” BARC identifies:

    Driving Forces

    • What is helping the organization succeed?

    Restraining Forces

    • What barriers are preventing success?

    This helps distinguish isolated problems from underlying organizational patterns.

  • Major observations are evaluated using BARC’s MORE Insight framework.

    • Memory

    • Observation

    • Recommendation

    • Emotion

  • Every client receives a written report including:

    • Executive Summary

    • Organizational Experience Scorecard

    • Masters • Meets • Misses Findings

    • Key Organizational Strengths

    • High-Priority Friction Points

    • Turning Point Analysis

    • Infrastructure of Success Assessment

    • Prioritized Recommendations

    • 30-, 60-, and 90-Day Action Plan