SERVICE-DESIGN5 MIN READ
Co-Design With Frontline Staff
Facilitate a frontline co-design conversation that turns operational knowledge into design criteria.
Lena L Call-center supervisor 1 Respect 2 Evidence 3 Criterion The moment 20 sec Co-design workshop Lena says past redesigns made agents' day harder. The team needs her knowledge, but the trust account is low. Co-design fails if frontline staff feel mined for pain and excluded from decisions. 38 agents using workarounds private spreadsheet of exceptions The formula
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