Summary
What is service design without chronology? And when do our tools force us to misrepresent and misdirect? In this session, Kyle Godbey uses the Cynefin framework to show how the methods we rely on work beautifully for known, constrained, and measurable spaces—like airport security—but can fail us in more fluid, unpredictable, selfl-organizing spaces—like an airport atrium. If humans are complex, then human-centered design needs to better reflect that complexity. Kyle will share a set of new tools designed to complement traditional service design methods—tools that help teams work in and make sense of complex, ambiguous contexts, and find opportunities for innovation right where uncertainty lives.
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