I won't be able to tell you details about this project, this was my first service design project, it was an awesome experience if you want more detail about please feel free to contact me.

The process

• The Team
  he team was put together with a great variety of people in the organization, making a high-level cross-functional team across all main areas in the process.

  We had people from finances, sales, production, operations, supply, production plants, even farms.

  The team has an Agile Business Coach and a Service Designer (ME) as facilitators during the process.

• The Method

  The Method

  The organization I worked for has its design process based on a mix of Lean Startup and Design Thinking.

  The c-level executives define the more strategic problems they want to solve with the design methodology.

  We approached the project challenging the problem, interviewing customers and stakeholders, mapping all the intents to solve the problem the organization was working. I had to analyze all the data we gather to present the insights to the team.

  Based on the insights and each team member's specialty, we created ideas to approach the problem.

  I helped the decision-makers to prioritize the ideas whit a Lean Chance Management prioritization model, together we created an action plan with three main stages, stabilization, recovery and growth, then the Agile Business Coach leads the implementation phase.

The building phase

• Design decisions

  • Is never only one cause

    When we began the project, all team members had their hypotheses, but it depends on their perspective of truth.

    They were all right, the problem itself was a big situation, and we faced as it was.

  • How is the user?

    This question was a big topic we address in this project. The organization already has a definition abut it but in the observations, we conducted, and the stakeholder's interviews, we found out that we were not looking at the real user.

  • Multiple ways to analyze

    I decided to go with at least three different ways to analyze the data we gather. We do have tons of data, but since we discovered that the situation was huge, the analysis had to respond to it.

  • The ideas were not good enough

    I led an ideation workshop with the whole team. I made homework, create the How Might We statements, created a safe environment, conduct the exercises according to literature.

    When I reviewed the result we got, it was cold water, the stakeholders felt the same way.

    We refine the ideas we got, reviewed all from scratch and I found the problem, they failed doing the clusterization, and I failed too by allowing this to happens.

The takeaway

• Found things that hurt

  It is necessary to communicate your findings properly, you need to understand the context you work.

  Sometimes we found things that were not allowed to mention in some forums but were necessary. It was my responsibility to work with that, and show it to the stakeholders.

• Schedule is important

  I have to admit that this project was way over my expectations, I calculate a certain amount of weeks and it goes at least twice the original estimation.

• Multiple services

  One huge discovery indicated that in the entire process we found, four different services and five different clients, this was a challenge because the original scope does not have those considerations.