What happens when a service design project meets a hierarchical, divided company?
You can design an amazing service, and yet at the end of the day, the organizations still has to deliver. A service design project that ignores organizational readiness is doomed to fail. How to move service projects forward in the face of such constraints? Service design usually means a change initiative. More than half of change initiatives fail to achieve their objectives. Most of these initiatives fail because they don’t adequately understand the organization’s culture and potential for resisting the change.
Dave will talk about the importance of culture, and provide a method that anyone can use to map and understand the culture of a team, group or organization.
Having a map of your culture will help you understand what’s possible and what’s not possible. What aspects of the culture can be changed, and what aspects might be too difficult to tackle. Like any map, it will help you discover hidden opportunities and identify threats before it’s too late.
Organizations are wired to resist change. Even the most promising possibilities are often met with an automatic block: "yeah, it's a great idea. but, that would never work here." Short term thinking, politics and capability gaps are just a few of the automatic antibodies that naturally attack the early seeds of innovation and change. What can design teach us about overcoming these patterns of resistance? How can we create cultures that are incentivized and open to taking a longer term view and neutralized negative politics to be more productive environments for creative collaboration? Author and educator Lisa Kay Solomon will explore design-led leadership practices that can turn even some of the most toxic cultures of negativity into environments of hope that are best possibilities.
You can’t design an end-to-end experience unless you organized for it, too. To create coherent vision and transform end-to-end experiences, multidisciplinary teams need structures—goals, roles, and practices—that support awareness, understanding and ownership of the end user's journey. In this talk learn how Airbnb relies on journey mapping to inform better decisions and outcomes from experience design, and how they've organized their rapidly growing teams to better support their user's journey every step of the way.