Disney. Apple. Ikea. Uber. Tesla. These companies orchestrate intricate layers of complexity on a day-to-day basis, yet they manage to offer a delightful & frictionless experience to their customers. Thousands of employees, multiple sites, external vendors, artificial intelligence and exponential technological growth; they figured out how to make sense out of chaos so that their customers don’t have to.
Designing the front-stage experience of a product or service isn’t a piece of cake, yet it’s often the simplest part of the overall journey. Back-stage interactions often unveil the real challenges that need to be faced in order to deliver a flawless experience to your customers.
Agile & lean approaches (in and outside software development) equipped organizations and individuals to navigate better in that back-stage chaos. However, it seems like complexity is hiding at every corner, bringing new challenges at every iteration and weakening the strongest visions & strategies.
Through the last 15 years, I have worked with different teams to design and implement back-stage journeys & products, from CRMs & order management systems to billing systems. I have dealt with legacy technology limitations, dysfunctional processes, set-in-stone organizational constraints and many other challenges. Over time, I didn’t have the choice to create my own strategies to navigate complexity and guide teams through the chaos.
I won’t give you the ultimate recipe to dissipate the fog and clear your path to success. Instead, I’ll share with you different ways to explore & structure your chaos, strategies to create a shared understanding of it among your stakeholders, and best practices to build awareness about your ever-changing environment. Through exciting stories, you’ll build your own toolkit to face your own chaos.
For those working on front-stage experiences, you’ll be better equipped to identify signs of underlying chaos and raise flags before it’s too late. And if you’re a back-stage professional, you’ll have everything you need to make sense out of chaos.
Stay tuned for more details about this new project. Got #FOMO? Sign-up for my newsletter 🙂