IBM
Service Design
As part of the inaugural Journey Systems squad, my team and I were charged with understanding how systems and services across our business unit internally it impacted external services and customers.
Strategy
Conduct User Research to understand the journey > Workshop with the greater journey team to explore and test journey hypothesis > Begin to develop artifacts to help other teams expand on the systems and journeys created.
Workshop
Co-facilitated a workshop to help understand how users access and utilize services and systems within the business unit.
Service Design Mapping
Worked with the team to develop the principles of the Journey system concept model to be tested and used by teams across the business unit.
The Result
Worked with the Journey Systems team and results of the workshop to develop the principles of journey mapping and service design using IBM’s Design Thinking loop as a jumping-off point while using our findings to add our point of view.
