The Practice of Adaptive Leadership

How do you evolve a customer journey map from a tool that inspires and explains to one that creates action? In this episode of our Creative Confidence Series, hear tips for this and other service design challenges, and learn how IDEO Partner and Managing Director Melanie Bell-Mayeda and her team are evolving the practice of service design with stories from the latest work at IDEO. She expands on the lessons she teaches in our Human-Centered Service Design course with tips for moving from a high-level and inspiring customer journey map toward real action, breaking a massive service design challenge into more manageable parts, and picking the right moment that matters in a customer journey. Learn more about our online course, Human-Centered Service Design: https://ideo.to/u9u072