Episode 6: Lian Han (Nike)
Lian Han, Director of Service and Experience Design, Nike
Please note, this video is jumpy at the start due to shaky wifi during recording. We so loved the content of this interview, we decided to share out in any case.
In this episode of CMLabs, we were delighted to speak with Lian Han, Director of Service and Experience Design at Nike. Besides being one of the most beloved and coveted brands in the world, Nike is a home to some of the top talent in the workforce. As such, the company thinks about the brand as an ecosystem that is outward facing, inward facing, and laterally working in partnership with all manner of athletes, trendsetters, and allied innovators. Lian contributes to a team that works cross-functionally across Nike and his particular area of focus is attracting, engaging and growing the next generation of first line talent in Nike stores. In this role, he’s reimagining experience design for modern work in a post-COVID environment, not only in the corporate spaces, but in the stores themselves.
In this interview, we talk about the intersection of future of work thinking and retail spatial design. That approach inspires him and his colleagues to look at how to bring the latest workplace thinking into the employee experience in-store, whether that’s on the sales floor or behind the scenes. We also spoke about the changing expectations of the workforce, with younger hires looking to gain exposure to values and strategy early in their careers, and wanting a voice in how the brand behaves, and how it affects them.
As many of our interviews have illustrated, the pandemic created a global reset of workplace schedules, office plans and workflow. In this conversation, we consider how the new normal has also propelled attitudes about access to brand thinking and workplace decision making to new levels. It’s through this lens that the experience design team at Nike explores ways to open up possibilities and democratize the work experience for employees across the organization.
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