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Breaking down silos:
building collaborative culture
Hira Javed - Service Design Lead, CBC
Seattle Interactive Conference
October 17, 2018
Photo by Johny Goerend
on Unsplash
About me
UX InstructorService Design Lead
@hirajaved10 hirajaved @hirajaved10
innovation &
transformation
Art by Kamimiart on Vecteezy
identity crisis
retrospection
rewiring
reinvention
retrospection
• deep reflection
• learning hard truths about itself
requires authenticity
reinvention
• ideologically redefining itself
• exploration of how to become that
takes courage
rewiring
• changing course
• strategic and tactical
decision to realize new vision
takes commitment
vulnerability enables authenticity,
courage and commitment
real collaboration requires
embracing vulnerability
real vs. fake collaboration
why do organizational silos form?
breaking silos requires
embracing vulnerability
what does vulnerability look like?
asking for help
owning up to mistake
embracing hard conversations
admitting that you don’t know something
situations when vulnerability can
lead to better collaboration…
when something awkward
needs to be called out
when you want to
generate ideas
when no one is
communicating well
when things fail
when combating ‘blame culture’
when you’re trying to
encourage teamwork
when trying to reduce
turnover
how do you kick-start
these conversations?
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.
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
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/
therapeutic benefits of
service blueprinting…
it is a reflective exercise
it makes people feel heard
it allows everyone to see the
bigger picture
it helps everyone see the impact
of their actions and decisions
provides an opportunity for
an open conversation
it helps people detach themselves
from the “problems,” so they can
start working on resolving them
“Vulnerability is the birth place of
innovation, creativity and change.
It’s our most accurate measure of
courage.”Dr. Brene Brown
embracing vulnerability
breaks down silos and
enables true collaboration
Thank you!!
Questions?

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