Case Study
California State Automobile Association

Project Type

  • Grove Storymapping™
  • Meeting Facilitation

Key Tools

  • Graphic Guides®

We worked with the California State Automobile Association (CSAA) to create a Grove Storymap™ to help the organization introduce a new business-process software system to its more than five thousand employees. Helping employees understand and support the new STAR system (Strategic Transformation Accelerating Results)—a key component of CSAA’s customer-service improvement initiative—was vital to its success.

Using a set of customized visual planning tools to stimulate exploration and learning, we gathered inputs from stakeholders, employees and customers. We then created an engaging graphical representation that illustrated the benefits of the new system and its impact on employees’ work. CSAA used the Storymap to introduce the system to employees in thirty district offices and call centers throughout northern California and Nevada.

California State Automobile Association California State Automobile Association

“The response to the Storymaps has been very positive, especially the sections on customer experience and employee experience…The information sessions we conducted really helped set the stage for what to expect.”

 Elizabeth Williams
STAR Project Communications Lead, CSAA

To learn how we can help you, or for additional details on what we did for CSAA, please contact us.

AmericaSpeaks Becton, Dickinson and Company CSAA DLR Group Education Elements Garfield Foundation Levi Strauss & Co. National Academy Foundation National Park Service National Science Foundation National Semiconductor NeighborWorks® America Nike Treasury Otis Spunkmeyer San Jose State University Save the Redwoods League U.S. Department of Education
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