"You must feel the Force around you. Here, between you, me, the tree, the rock, everywhere!"
– Yoda, The Empire Strikes Back.
The innocuous seeming arrows and lines in organisational charts and process diagrams often represent time, context, and connections that are essential to the experiences people have with those organisations. The problem is that arrows and connecting lines are so ubiquitous in diagrams that they seem invisible and are often overlooked.
It is much easier–and human nature—to focus effort on "things" because they represent tangible touchpoints, such as a website, ticket machine, and so on. As a result, many forget to attend to designing the experience of the arrows and lines—the transitions from one touchpoint to the next. They are too important to let just happen. Too important they are.
This talk and discussion explores how thinking about and designing the space and time between touchpoints can help bridge the silos within organisations that prevent engaging and positive service experiences from happening.