Summary
Alana Washington will illustrate how rapid iteration, 100s of virtual post-its, and a bit of design therapy helped transform our service model during a global pandemic.
Key Insights
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The pandemic increased demand for shipping services, creating challenges for shippers and carriers.
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Internal alignment and communication are critical in addressing service delivery issues.
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Establishing psychological safety allows team members to voice concerns and improve collaboration.
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Service design methodologies, such as service blueprinting, facilitate clarity and empathy among teams.
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Incremental approaches, like 90-day pilots, can help achieve rapid improvements and showcase successes.
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High-performing teams emerge from well-defined roles, accountability, and a shared mission.
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Engaging diverse team members encourages innovative solutions to service challenges.
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Regular check-ins and feedback loops enhance team dynamics and project momentum.
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Transformation in service delivery is less about fixing problems and more about the collective approach to change.
Notable Quotes
"I knew that we wanted to help communities thrive by simplifying the movement of goods."
"Ultimately, good service is the careful orchestration of many systems."
"High-performing teams achieve complex things together, bound by a common goal."
"You cannot create a high-performing team; you can only enable it."
"Everything is pencil and nothing is precious in our organization."
"Design therapy can lead to bumps in the road, but it also builds resilience."
"The voice of the shipper needs to drive the conversations we have internally."
"We wanted to hold ourselves accountable across critical SLAs for our customers."
"Transforming service isn't just about what you're fixing; it's about how you're doing it."
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