Summary
The panel discussion featured professionals addressing the challenges of integrating user experience design within government and corporate structures. They discussed the importance of communication and collaboration across departments to improve service design. Key points included the need for detailed documentation like journey maps, the value of engaging with stakeholders, and the integration of design thinking into Agile processes. The panelists shared experiences about overcoming political hurdles, fostering safe spaces for conversations, and the significance of empathy in understanding user needs and stakeholder expectations. Techniques for transcending silos, including shared APIs for work requests, and maintaining continuity in design teams were also highlighted. The discussion emphasized community building around design and iterating based on feedback.
Key Insights
-
•
Detailed documentation facilitates shared understanding and engagement among stakeholders.
-
•
Engaging early with policy and leadership is crucial for successful design integration.
-
•
Creating safe spaces for candid conversations helps in addressing fears of potential backlash.
-
•
Understanding stakeholder motivations can build stronger partnerships across teams.
-
•
Implementing structured APIs for work requests can streamline communication and expectations.
-
•
A/B testing can validate design decisions by showing their impact on user experience.
-
•
Transcending departmental silos requires respect for different time zones and cultures in global teams.
-
•
Fostering gratitude and recognition can enhance collaboration and empathy across functions.
-
•
Continuous feedback loops benefit product development by involving end-users in the conversation.
-
•
Professional development workshops can nurture a culture of design thinking in organizations.
Notable Quotes
"The consolidated view is really the invitation to help get people excited about what we've created."
"As a designer, I've had to learn a lot about policy to engage in deep discussions with stakeholders."
"Creating safe space for conversations is essential for honest feedback."
"We started with quick wins to demonstrate our design capabilities effectively."
"Engaging support teams in the design process can provide valuable insights into user needs."
"We need to teach others how to do design thinking, not just rely on a small team."
"Effective collaboration can be achieved through a culture of gratitude and recognition in teams."
"It’s crucial to remain flexible and iterate based on the feedback we receive from our stakeholders."
"Maintaining continuity involves keeping core design artifacts front and center across teams."
"Use simple, plain language in documentation to ensure it's accessible to the entire team."
More Videos
"Design operations is never done; it's always evolving."
Kristin Skinner Kamdyn MooreGroup Activity: A Deep Dive Into Value and Outcomes
October 23, 2019
"For complex tasks, notes need to stick around somehow; this refers to evergreen notes."
Jorge ArangoThe Best of Both Worlds: How to Integrate Paper and Digital Notes (1st of 3 seminars) (Videoconference)
April 5, 2024
"The video board is a digital canvas where your research comes to life."
Prabhas Pokharel Mayo NissenOrder and Chaos: New Ways of Collaborating on Synthesis and Storytelling
March 10, 2022
"Mobile offers greater customizability, allowing users to adapt the device to their specific needs."
Sam ProulxMobile Accessibility: Why Moving Accessibility Beyond the Desktop is Critical in a Mobile-first World
March 10, 2022
"Gathering diverse perspectives helps streamline decision-making and promotes engagement."
Roberta Dombrowski Sam Duong WoloszynskiMaking Research a Team Sport
March 11, 2022
"The shaping of systems happens through dialogue and everyday interactions."
Josina VinkNavigating the pitfalls of systems thinking in service design
December 4, 2024
"Most tech layoffs are a result of social contagion—companies mimic the actions of others."
Angelos ArnisNavigating the Rapid Shifts in Tech's Turbulent Terrain
October 2, 2023
"What kinds of tools would help facilitate customer loyalty?"
Ted NewardTheme 4: Enterprise Organizational Journey
June 4, 2019
"Change has to come from within the community."
Maria SkaadenPanel Discussion: Methodologies and Work Environments
November 8, 2018
