what is it
My client is committed transforming into a customer centric organisation. As part of that transformation, they have re-organised how they think about, design and deliver customer experiences - putting a small team of service designers at the heart of the process.
I’ve been working with the service design practice to help build confidence, clarity about the role of service design in the organisation, identify skills gaps and plan a programme of coaching.
the approach
Having a shared team purpose and values are key factors in building a successful team so I started by co-creating purpose, vision, mission, values and behaviours with the team. Having put this framework in place we’re now working through ways of making them real (including coaching the team leads on how to anchor every decision and communication back to the purpose).
We’ve also started work on a Service Design Handbook, to act as a reference guide for the team, a Role Overview pack to support future hiring and a training programme to help them level up.
At the heart of the programme are new team rituals to support the values and behaviours - including show and tell sessions, a drop in clinic where they can bring knotty problems and 1:1 coaching for the team leads.
Co-creating the handbook
the results
It’s early days, but the feedback has been positive and the team is motivated. The real results will be be seen in a few months, when the organisation is clear about the role of Service Design and the team is recognised for the impact of the work they do