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
"What is it like to be a new kid on an old block?"
Lada GorlenkoTheme 1: Intro
January 8, 2024
"These four keys aren’t about color contrasts or automated code tests; they’re about the actual lived experience of users with disabilities."
Sam ProulxOnline Shopping: Designing an Accessible Experience
November 29, 2023
"We didn’t explain the philosophy behind the design ops activities, so others didn’t understand why some activities couldn’t be done outside design."
Benjamin RealShowing the Value of DesignOps by Not Having a DesignOps Team
October 21, 2020
"The messiness and ambiguity of cultural change is by design; discomfort is part of the natural process."
Steve ChaparroBringing Into Alignment Brand, Culture and Space
August 13, 2020
"What I realized is you need to add one word to the climate Venn diagram: specific, what specific work needs doing."
Sara ConklinA UXer’s 12-Month Journey from Climate Concern to Climate Credibility
June 26, 2025
"Modernizing legacy platforms while maintaining a cohesive UX is a major challenge enterprises face."
Uday GajendarTheme 1: Introduction
June 9, 2021
"Design makes the abstract tangible by transforming concepts into something with form, shape, and expression."
Christian BasonInnovating With People: Unleashing the Potential of Civic Design
December 8, 2021
"Artifacts didn’t happen if they’re not documented; they’re decision-making points in the product process."
Erika Kincaid Brenna Heaps Jessica TsukimuraConnecting the Dots: How to Foster Collaboration and Build a Strong Design Review Culture
June 8, 2022
"Designers often describe what we do as problem solving and that’s fine, but it’s tied to a 19th-century view of design as preparing things to be manufactured."
Hugh DubberlyProblems with Problems: Reconsidering the Frame of Designing as Problem-Solving
June 19, 2019
