Workshop Moves for Service Design
Recall workshop facilitation moves that keep service-design sessions evidence-based and cross-functional.
Evidence prompt What should you ask when someone says users are confused? Which observed moment, quote, support ticket, or behavior shows the confusion? This keeps the workshop anchored in evidence instead of inherited opinion. Role vs. person How do you separate role clarity from personal blame? Focus on roles, responsibilities, and unassigned work rather than personal fault. Objection This is not my team's job. A cross-functional service workshop stalls at ownership. Your line You may be right. Let's mark the responsibility on the blueprint first, then decide whether it is owned, shared, or unassigned. The customer still experiences it as…
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