Organizations are complex systems where seemingly small changes in one area can compound in unforeseen ways. Business knowledge is often distributed within organizational silos, making coordination and alignment especially difficult. This talk will present 2 case studies** that demonstrate how we have designed a “Wall of Truth” to break down silos and promote shared understanding in our organization.

1. WALLS
building
to break down
SILOS

3. * Dramatization

4. * Dramatization

5. * Dramatization

6. * Dramatization

7. * Dramatization

8. * Dramatization

9. * Dramatization

10. Story IRL

12. HANNANANANANA
(Batman!!)

14. The Core of the Experience
Mobile & Desktop
Emails & Direct Mails
Design Files vs.
Production Screens
Performance Data

15. Concurrent Experiences
Overlapping experiences
Ensure consistency

16. Support Data
Call Drivers
Chat Data
Verbatims

17. Initiatives
Color coded by team
Heat map of activity
Points out where
collaboration needs to
happen

20. Results
Socalize customer journey
Reinforce accountability
break down silos!!

22. Case
Study

31. Lunch

39. C
H B R
C C C
Capability
Cooperation
Coordination
Connection

41. hbr.org/2007/05/silo-busting-how-to-execute-on-the-promise-of-customer-focus
www.mckinsey.com/business-functions/marketing-and-sales/our-insights/building-a-design-driven-culture
Resources
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42. ?