It took us awhile to make the switch to Medium from Tumblr. With the team continuing to grow, it makes sense as we each can have our individual accounts contributing to a central space.
You can find all our posts from 2014–2018 here. The lessons learned include blending design techniques with other methods (Lean Process Improvement, Behavioral Economics, Visual Facilitation, etc). We also moved from an education-forward approach (teaching people service and systems design techniques) to working on discrete problems with others using theses approaches. We experimented with scaling change through digital and non-digital touchpoints. The work has been insightful. Thankfully, they’ve been more highs than lows along the way.
It will be exciting to find where we are a year from now with our current portfolio of projects: building out texting to integrate with client databases, using the intranet to make internal silos more porous, developing a more robust user experience and analytics strategy as we build out digital services, improving how the public navigates our lobbies, more systematic client and employee feedback loops, championing equity-centered design through our collaborations, etc.)