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
-
•
Service designers often struggle with connecting dots in complex, siloed, and matrixed organizations.
-
•
Instead of connecting dots for teams, service designers should focus on bringing the dots closer together by creating conducive conditions.
-
•
Therapists, coaches, and grandmas serve as metaphors for creating environments for reflection, motivation, and grounding in service design.
-
•
Creating and holding space means dedicating intentional, time-boxed moments for teams to reflect and explore ideas safely.
-
•
Provoking and reframing perspective can shift team mindsets by introducing playful, surprising, or inspirational activities.
-
•
Mirroring and visualizing content lowers barriers by capturing messy, unpolished team input in familiar formats, encouraging authentic engagement.
-
•
Using ordinary tools like Word or Excel for note-taking can be more inclusive than traditional colorful service design templates for some teams.
-
•
Applying different approaches depending on team context—whether more coach-like, therapist-like, or grandma-like—requires situational finesse.
-
•
Holding office hours as low-pressure collaboration times addresses the lack of natural informal interactions in remote or hybrid teams.
-
•
Design debt can be thought of as ecosystem friction where unaddressed connections cause team stalling, needing active attention.
Notable Quotes
"Service designers connect the dots, which represent elements, teams, processes, policies, and customer needs that all must align."
"In large complex systems, the dots are scattered across silos and time zones, making progress feel elusive."
"Service design is 10% connecting the dots and 90% creating the conditions that bring those dots closer together."
"Therapists create space for clients to reflect and discover insights in a safe environment."
"Coaches organize practices or drills to push players toward specific goals and improvement."
"Grandmas provide grounding, resilience, and long-term perspective often through rituals and storytelling."
"Creating and holding space is like putting bumpers up in bowling so people know they won’t fail if they engage."
"Provoking and reframing perspective helps teams get unstuck by thinking in new and surprising ways."
"Mirroring content by repeating back what people say helps them understand their own ideas better."
"Taking ugly notes together without worrying about making things pretty lowers barriers and increases engagement."
Or choose a question:
More Videos
"Everything is a prototype."
Doug PowellClosing Keynote: Design at Scale
November 8, 2018
"Kids are not little adults. You can’t just simplify the text and call it for kids."
Mila Kuznetsova Lucy DentonHow Lessons Learned from Our Youngest Users Can Help Us Evolve our Practices
March 9, 2022
"Evan actually spent less than 15 minutes on the essay, and instead of working on homework, he was writing a letter to his significant other back home in Detroit."
Sarah GallimoreInspire Progress with Artifacts from the Future
November 18, 2022
"Operations tends to be something companies only think about when they are scaling rapidly, but investing early is essential."
Lada Gorlenko Sharbani Dhar Sébastien Malo Rob Mitzel Ivana Ng Michal Anne RogondinoTheme 1: Discussion
January 8, 2024
"We created an AI persona called Dreamweaver to answer real-time team capacity and project questions."
Alnie FigueroaThe Future of Design Operations: Transforming Our Craft
September 10, 2025
"Statistical significance tells you if a change is likely not random, but it does not tell you if the change matters to your business."
Landon BarnesAre My Research Findings Actually Meaningful?
March 10, 2022
"I thrive on learning about how people overcome obstacles."
Emily EagleCan't Rewind: Radio and Retail
June 3, 2019
"No two re-platforming journeys are exactly the same, and there isn't one single formula that works every time."
Malini RaoLessons Learned from a 4-year Product Re-platforming Journey
June 9, 2021
"I learned to be relentless about prioritization and to hone in on specific details and use cases."
Asia HoePartnering with Product: A Journey from Junior to Senior Design
November 29, 2023
