Helping teams visualize their service
By using the online collaboration software Miro, we could remotely help our client understand where the opportunities for improvement were. The project unfolded over 4 weeks, with regular online sessions. Although the participants were seasoned managers, the consistent use of service blueprints helped them talk about their daily work and their organization in a new way.
Rather than starting from the frame of design thinking, participants are naturally led to a design way of thinking by looking back on familiar activities, which I feel makes them familiar with customer-centered thinking and makes it easier to put it into practice.
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