Boiling the Ocean: Complexity, Service Design, & Systems Thinking
at Future of Now Talkshop 2020
Type
webinar
Boiling the ocean: navigating complexity through service design and systems thinking - Andy Polaine for Future of Now / More Space For Light (recorded July 2020; slides on Speakerdeck).
People
Andy Polaine
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.