From Silos to Systems: Building Shared Understanding With Service Blueprinting
Melissa Renau Cano, PhD
Today, services routinely cut across departments, tools, and teams. Yet the people responsible for delivering them often feel siloed, overwhelmed, or disconnected, leading to inefficiencies and employee burnout.
This interactive workshop introduces service blueprinting as a practical and participatory method to visualize internal workflows, build cross-functional alignment, and create the shared understanding necessary for improving the employee experience. While rooted in service design, service blueprinting is a powerful tool for OD professionals looking to bridge silos, surface invisible dynamics, and support systemic change.
Participants will explore real-world examples and engage in hands-on activities, including guided exercises and ready-to-use templates. You'll leave with a new method for uncovering hidden complexity and fostering collaboration across teams.
Learning Objectives
1. Learn how to use service blueprinting to make employee experience visible across departments and systems.
2. Gain tools for facilitating blueprinting workshops that actively involve staff and frontline teams.
3. Walk away with a practical framework to identify and address structural pain points affecting service delivery and team well-being.
About Your Facilitator
Melissa Renau Cano is an explorer, dot connector, and systems thinker passionate about transforming complexity into actionable insights. With a PhD in Internet Studies and a background in civic tech, public policy, and social innovation, Melissa brings a creative, analytical, and human-centered approach to improving programs, services, and policies.
She has partnered with organizations across the US and Europe to drive research-informed change, co-create user-centered solutions, and align services with both human needs and strategic goals.
AGENDA:
5:45 - 6:00 pm Join Zoom Meeting
6:00- 8:00 pm Training
Please be aware that our trainings could be recorded or photographed.
Consider joining PNODN - members savings over the course of the year are substantial and we need your voice in the conversation!
