Key Insights

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  The design role is evolving from craft to strategic leadership, requiring a shift in how designers view their impact.

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  Formalizing design operations can enhance credibility with other departments and build a resilient foundation for future work.

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  A service-oriented approach helps designers connect their work to broader organizational objectives, facilitating cross-team collaboration.

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  Clustering design operations around business and workflow helps demystify design processes within organizations.

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  Organizations often confuse quantity of outputs with success, neglecting the quality and impact of design work.

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  Service design can serve as a stealth strategy to align teams around shared customer experiences and priorities.

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  Design pressure points can be identified and leveraged to create high-value impact across different business functions.

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  Establishing a common narrative can bridge the gap between different teams and a unified vision for the organization.

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  Proactive engagement with stakeholders is crucial for elevating the role of design within the organization.

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  Embedding ethical considerations and user-centric values into operations can position design as a change agent.

Notable Quotes