Square
Design Lead | Financial Services - Service Design Workshop
2021
Summary
For the 2021 company hack week, I was invited to be part of a group of four senior designers and directors who ran division-wide workshops about methods to uplevel our design process.
I chose to present about service blueprinting - a visualization technique that better allowed us to build empathy for our sellers and colleagues, and gives us a birds eye view of what happens behind the scenes. After the workshop, I also created the company-wide #service-design Slack channel where designers across the company now congregate to discuss methodology.
An initial announcement was beautifully written by Laurah Mwirichia, our team’s content design lead.
Workshop Content
Our audience was the entire Financial Services department - designers, engineers, product managers, program managers, policy, legal, network operations, executive assistants, etc.
I created and presented the following slides during a one-hour recorded workshop with over 200 attendees and wrapped it up by walking participants through a sample exercise.
I wanted to provide a full representation of service design, blueprints as an artifact, their history, their popularity as advanced by the folks at Adaptive Path, and how we could use it as a company to better build empathy, and visually identify opportunities within the product.
