On the ground
Watch the work
Observe people doing the job. Understand the workarounds, interruptions and handovers that a process diagram can miss.
Facilitation
Understand the work.
Bring people with you.
The right tool is the one
that helps these people,
with this problem.
I’ve facilitated hundreds of workshops. But facilitation starts before anyone picks up a sticky note.
It means understanding how work actually happens, helping people contribute and creating the conditions for a useful decision. Sometimes that needs a room together. Sometimes it needs time on the ground, a conversation at a desk, or a questionnaire.
A broad toolkit. A considered choice.
Fit the method
to the people.
The audience, the setting and the question shape the approach. How much time do people have? Who needs to be heard? What do we need to understand or decide?
One to one
Make space to talk
A conversation at a desk or away from the group can reveal what someone needs, what gets in their way and what they may not say in a meeting.
In the room
Bring perspectives together
Use a focused meeting or workshop when people need to compare experiences, challenge assumptions and make a decision together.
Beyond the meeting
Hear from more people
Questionnaires and structured feedback help reach people across roles, locations and schedules. Give people time and another way to contribute.
Around something shared
Make it tangible
Map a service, sketch a flow or test an early screen. Give people something concrete to discuss, change and agree on.
In practice
Different settings.
The same intent.
Find out what matters, surface the differences and help people move forward together.
What useful facilitation leaves behind
More than
a wall of notes.
A clearer picture of the work. A shared understanding of the problem. Priorities people recognise, and a next step they can own.
For AI enablement, that means finding where AI could help, understanding what needs to change around it and involving the people who will use it.
Discovery & solution direction
Cigna
Discovery and service design to connect business needs with a practical solution direction.
Explore the work ↗By Danny Tomalin · Originally published by RazorWhat on earth is a service blueprint?
Understanding the people, interactions and work behind a service.
Read the article →AI enablement & practical delivery
Where could AI
take your business?
Let’s talk about the opportunity, your team and what it would take to make it work.