Presenter: Hira Javed, Service Design Lead, Canadian Broadcasting Corporation Solving meaningful problems requires collaboration across multiple disciplines. Adaptive and learning oriented organizations actively work towards breaking down silos, in order to enable a culture of collaboration. Their nimbleness becomes their super power when it comes to creating exceptional user experiences. Achieving true collaboration though, is hard work. The journey towards it is akin to therapy for the organization. It requires deep reflection, courage to accept challenges, commitment to work on them, and most of all, embracing vulnerability. This talk will focus on how service blueprinting can be used a therapeutic tool to kick-start these conversations, and help an organization reflect, learn and grow.

1. Breaking down silos:
building collaborative culture
Hira Javed - Service Design Lead, CBC
Seattle Interactive Conference
October 17, 2018
Photo by Johny Goerend
on Unsplash

2. About me
UX InstructorService Design Lead
@hirajaved10 hirajaved @hirajaved10

3. innovation &
transformation
Art by Kamimiart on Vecteezy

4. identity crisis

5. retrospection
rewiring
reinvention

6. retrospection
• deep reflection
• learning hard truths about itself
requires authenticity

7. reinvention
• ideologically redefining itself
• exploration of how to become that
takes courage

8. rewiring
• changing course
• strategic and tactical
decision to realize new vision
takes commitment

9. vulnerability enables authenticity,
courage and commitment

10. real collaboration requires
embracing vulnerability

11. real vs. fake collaboration

12. why do organizational silos form?

13. breaking silos requires
embracing vulnerability

14. what does vulnerability look like?

15. asking for help
owning up to mistake
embracing hard conversations
admitting that you don’t know something

16. situations when vulnerability can
lead to better collaboration…

17. when something awkward
needs to be called out

18. when you want to
generate ideas

19. when no one is
communicating well

20. when things fail

21. when combating ‘blame culture’

22. when you’re trying to
encourage teamwork

23. when trying to reduce
turnover

24. how do you kick-start
these conversations?

25. Service blueprint: a tool that visualizes users’
movement through an experience, and all the
organizational activities that need to happen
internally to enable that movement.

27. Journey phase Journey phase
Steps Steps Steps Steps Steps
User action User action User action User action User action
System
System SystemSystem
Policies/ Rules Policies/ Rules
Metrics Metrics
Support
process
Support
process
Support
process
Support
process
Touchpoint
Touchpoint
Touchpoint TouchpointTouchpoint Touchpoint
Pain points
Pain points
Pain points
Pain points
Pain points Pain points
Pain points

29. resources @ Practical Service Design:
• Guide to blueprinting - http://www.practicalservicedesign.com/the-guide/
• Blueprinting template - http://www.practicalservicedesign.com/mural-template/
• Blueprinting course - http://www.practicalservicedesign.com/courses/

30. therapeutic benefits of
service blueprinting…

31. it is a reflective exercise

32. it makes people feel heard

33. it allows everyone to see the
bigger picture

34. it helps everyone see the impact
of their actions and decisions

35. provides an opportunity for
an open conversation

36. it helps people detach themselves
from the “problems,” so they can
start working on resolving them

37. “Vulnerability is the birth place of
innovation, creativity and change.
It’s our most accurate measure of
courage.”Dr. Brene Brown

38. embracing vulnerability
breaks down silos and
enables true collaboration

39. Thank you!!
Questions?