Service design places users squarely at the center of its practice, and fulfilling customer needs is the focus of organizations large and small. What happens though, to the people inside the organization, especially at times when efforts are mostly focused on efficiency, simplification and cost reduction?
How do organizations transform effectively, and organize their people and the work, to support change that isn’t merely cosmetic and that results in tangible outcomes, both internal and external?
Vision, willingness to depart from management models that are still firmly rooted in the industrial revolution era, and understanding that culture cannot be superimposed, but is the direct result of the conditions of the system in which it develops, are among the elements that offer a solution.
Presented at UX Australia in Sydney, Australia, 2017.
Learn more about Alberta Soranzo.