Summary
Service designers can struggle to define our impact in complex organizations. This resistance can emerge because service design involves delving into root issues and encouraging transformative change. This approach can feel overwhelming or even unwelcome in environments unprepared for deep shifts; at other times, the problems are so tangled and complex that progress can feel elusive, leaving service designers questioning our own impact. In these cases, the key to impactful work lies in a subtler approach: creating conditions for connection and growth rather than pushing direct solutions. Inspired by the roles of therapists, coaches, and grandmas, this talk explores three techniques for “bringing the dots closer together” within complex systems. By holding space, mirroring insights, and gently reframing perspectives, service designers can guide organizations toward meaningful change while honoring their pace and readiness. Let's meet organizations where they are with understanding, trust, and gradual transformation!
Key Insights
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Service designers should focus on creating conditions for collaboration rather than merely connecting dots.
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Understanding complex systems requires a shift in how success is measured in service design.
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Therapists, coaches, and grandmothers provide essential skills that service designers can adopt.
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Creating space for reflection is crucial to encourage deeper thinking within teams.
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Proposing new perspectives can unlock creativity and adaptability in problem-solving.
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Visualizing content helps teams see their issues more clearly and encourages engagement.
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The act of mirroring allows participants to hear their thoughts and gain clarity on their ideas.
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Using informal methods, such as 'ugly notes' or unconventional tools, can lower barriers to participation.
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Shifting the focus from individual problem-solving to group empowerment enhances team capacity.
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Service design can create long-lasting impacts by building collaborative skills within teams.
Notable Quotes
"Service designers need to bring the dots closer together instead of connecting them."
"Creating the conditions for design is 90% of the service design process."
"From therapists, coaches, and grandmas, we learn to nurture, guide, and support teams."
"When you create and hold space, you're allowing new ideas to take root."
"Provoke and reframe perspective to shift how your team approaches a problem."
"Mirroring content validates what participants say, enhancing their engagement."
"We can empower teams to be unstuck by adding blood flow to the problems they're facing."
"By taking small moments to shift perspectives, you can unlock new ways of thinking."
"Creating an environment for collaboration amplifies the impact of service design."
"It's not about imposing structure, but meeting the team where they are."
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