Key Insights

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  A clear, technology-agnostic experience vision can unify multiple siloed stakeholders around a common goal.

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  Forming a small, empowered core team with cross-functional representatives enables rapid iteration and decision-making.

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  Leveraging embedded designers from business units as an ad hoc design team allows scaling design resources flexibly.

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  Rapid iterative usability testing, including microcopy and terminology testing, helps catch blockers early.

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  Trust is critical when collaborating with embedded designers who report to different leadership.

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  Relying too heavily on a single content strategist creates a risk of a single point of failure.

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  Lack of a formal project kickoff leads to misalignment, confusion over roles, and changing expectations.

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  Service blueprints can effectively reveal backend complexities and clarify responsibilities across units.

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  Investing time in relationships and collaboration pays off more than cutting those efforts for short-term speed.

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  The hardest challenges often lie in cultural team alignment rather than purely technical or design problems.

Notable Quotes