In this engaging talk, I will be sharing how we used Service Design to ensure user-centricity and solve complex challenges while rebuilding a global sales operations platform from the ground up. I will talk about how Service Design can act as a catalyst for change in an environment where teams tend to build experiences in their individual silos, ignoring the connectedness of the entire experience. We will touch upon how Service Design was used to combine business and technical goals to ensure that we deliver on the promise of improving our users’ experience.

I will share strategies that succeeded and failed, and why, followed by a framework for applying Service Design in projects at any scale.