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
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Service designers should focus on bringing dots closer rather than connecting all dots alone in complex systems.
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Creating and holding intentional space helps teams reflect safely and explore challenging topics.
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Provoking and reframing perspectives through playful activities or inspirational content resets team mindsets.
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Mirroring and visualizing content with low-fidelity, familiar tools increases team engagement and lowers barriers.
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Therapists, coaches, and grandmas provide distinct but overlapping design principles useful for service design.
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Holding office hours creates informal, low-pressure collaboration touchpoints in remote/hybrid environments.
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Design debt often arises from unaddressed friction caused by disconnected ecosystem components, not just product features.
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Time-boxing exploration of uncomfortable topics reduces pressure and encourages open participation.
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Using extremes like chaotic colors in visualizations can prevent premature convergence in group discussions.
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Service design success is more about creating environments for change than delivering finished solutions alone.
Notable Quotes
"Service designers connect the dots, the elements within systems that need to align for the business to run."
"In complex systems, the dots are often scattered across silos, time zones, and different expectations."
"Instead of grinding to make those dots connect for the teams, we should focus on creating conditions for connections to happen naturally."
"Creating and holding space is about carving out intentional time and structure for teams to reflect and explore new ideas."
"Therapists create safe environments where clients can discover their own insights rather than giving answers."
"Provoking and reframing perspective helps teams think differently and get unstuck."
"Mirroring content by repeating back what people say helps them understand their own thoughts more clearly."
"Don’t call it blueprinting or journey mapping; just take ugly notes together to lower the barrier for engagement."
"Holding office hours signals availability and reduces the pressure of formal meetings in remote work."
"By bringing the dots closer, we empower teams to find their own solutions and build lasting capacity."
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