Co-creating Psychological Safety- designing effective teams using service design methods
Junaid, Saima (2021)
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021122190311
https://urn.fi/URN:NBN:fi:amk-2021122190311
Tiivistelmä
Modern work environments call for collaborative work. The agile work approach expects employees to share concepts, ideas, and perspectives to work towards the organization's growth and goals. These systems have pushed the individuals to be the best but also posed serious psychological threats, resulting in silos, and limiting creativity.
Through this research, the author has emphasized the use of collaborative work mainly using service design, design thinking, emotional agility, and psychological safety theories, along with a hands on approach by using service design tools and methods such as survey, benchmarking, interviews, personas, journey maps, stakeholder map, co creation workshops, and blueprint.
The goal was to build trust and enhance psychological safety within a newly formed design team, and to extend that trust further to collaborating team that the design team is working for. The focus was on finding unspoken pain points and addressing the obvious ones, mainly related to expressing opinions, sharing ideas, effective communication, and identifying the areas where silos are being built.
Using the service design approach and empathy as the core value, the critical pain points were identified. The key development was observed in areas with communication gap and other pain points such as breaking silos, difficulty asking for help or contribution, and idea sharing. The ideas were co created to resolve these pain points.
Proposed solutions are given in the form of using developed customer journey maps,
communication blueprint, sharing personal experiences as ice breakers, and suggesting other areas of development such as active co creation sessions with the stakeholders and developing stakeholder map.
The conclusion of this thesis holds that most resilient teams are built on a culture of openness of emotions and transparency. Although trust and psychological safe cultures are built at their own pace, the use of effective processes such as service design methods can help to speed up that process and the work experience can be improved when all the key players are involved.
Through this research, the author has emphasized the use of collaborative work mainly using service design, design thinking, emotional agility, and psychological safety theories, along with a hands on approach by using service design tools and methods such as survey, benchmarking, interviews, personas, journey maps, stakeholder map, co creation workshops, and blueprint.
The goal was to build trust and enhance psychological safety within a newly formed design team, and to extend that trust further to collaborating team that the design team is working for. The focus was on finding unspoken pain points and addressing the obvious ones, mainly related to expressing opinions, sharing ideas, effective communication, and identifying the areas where silos are being built.
Using the service design approach and empathy as the core value, the critical pain points were identified. The key development was observed in areas with communication gap and other pain points such as breaking silos, difficulty asking for help or contribution, and idea sharing. The ideas were co created to resolve these pain points.
Proposed solutions are given in the form of using developed customer journey maps,
communication blueprint, sharing personal experiences as ice breakers, and suggesting other areas of development such as active co creation sessions with the stakeholders and developing stakeholder map.
The conclusion of this thesis holds that most resilient teams are built on a culture of openness of emotions and transparency. Although trust and psychological safe cultures are built at their own pace, the use of effective processes such as service design methods can help to speed up that process and the work experience can be improved when all the key players are involved.