Human beings are holistic — when you change a part of any system you simultaneously change the whole. You can’t change a part without fundamentally changing everything.Benjamin Hardy
Being a Design Thinker who does and teaches Service Design, the above paragraph summarizes my beliefs and what I try to illuminate for others. When one can realise and have awareness how much they can affect, you can see the cause and effect for your own circle of relationships, your work, your business, you life.
In particular to a business, you are providing a service, which might provide tools/products to help people achieve the service goals you are providing. Many people forget to focus on the whole, instead of just the end customer experience, or just the sales experience. A huge component most often overlooked is the internal service, all the employees that make things happen, that feeds into the end service and products being sold. Change is often made with only one part of the whole being considered and yet it affects the whole. Sure changing the one aspect of the service for customer facing employees might benefit those employees and the customers in the short term, but what are the implications for the entire ecosystem?
It’s not easy to look at big picture while staying focused on the end goals sometimes, but with a Design Thinking Service Designer, it can be a whole lot easier. We have ways to get down to the truth of the matter, diagnose the situation, what works what doesn’t; what are the key needs and values of the business, employees, customers, and vendors (user groups); how to find solutions that align with all user groups; find areas of opportunity for innovation or improvement; simplify or build new processes; and many more, etc…
When I work with clients, once they realize how much they affect the whole, whether for work teams or even in their immediate family, they start seeing a situation with new eyes, and begin to empathize with others and gain the insight to be able to imagine new ways to move forward on an existing challenge, or begin to see opportunities for improvements where it was believed impossible.