May 1, 2015

Comparing Services: Working Bottom-up and Top-down

brightspot Culture, Designing Experiences

We’ve been looking across the different services we deliver and seeing some interesting patterns. Whether its service design, strategic planning, space programming, or organizational design, we are always working bottom-up and top-down simultaneously to:

1. Understand the context, inside and outside the organization
2. Identify individual services, actions, spaces, or roles – let’s call these planning “units”
3. Relate these units into meaningful “groupings” based on things like customer journeys, organizational structure, physical proximity, or workflow
4. Connect the units and the groupings to some larger and unique organizing idea that helps make decisions and provide direction
5. Tie the units, groupings, and organizing idea to a set of measurable outcomes that can be used to track progress and enable continuous improvement

We’ve captured this in the table below:

	Service Design	Strategic Planning	Space Programming	Organizational Design
Units	Service	Action	Space	People / Roles
Groupings	Service Portfolio	Goals	Neighborhood	Departments / Groups
Organizing Idea	Business Model	Vision and Mission	Building or Campus	Organizational Structure
Selected Success Measures	Customer satisfaction Net Promoter Score Response times Revenue and profit Acquistion and retention	Internal / external integration Connect people and purpose Competitive position Coordination and prioritization Action / goal completion	User satisfaction User productivity User attraction / retention Space utilization Brand / values expression	Attraction and retention Personnel – role fit Ownership and accountability Clear, concrete expectations Employee engagement

Interested to hear if this fits with other services or if there are other rows we could add. Let us know!

– Elliot