Facilitation · Service Design
Workshops that turned stakeholder tension into a roadmap
Planned, designed, and co-led 40+ co-creation and journey-mapping sessions, leading the Service Design workstream and converting cross-functional debate into 25+ prioritized initiatives.
- Company
- Cox Communications
- Role
- Service Design workstream lead
- Format
- 8–20 stakeholders per session
- Reach
- 15–30 partners per initiative
The challenge
What wasn't working
Alignment meetings were producing agreement in the room and divergence the following week. The disagreements were real — product, technology, operations, and business partners genuinely wanted different things — and talking around them wasn't resolving them.
What was missing was a working method: sessions structured so the disagreement surfaced early, got mapped against the customer journey, and produced a decision people could point back to.
The work
How I approached it
Artifacts
- Workshop design and facilitation guides
- Co-created journey maps and blueprints
- Prioritization frameworks
- Concept portfolios with named owners
- Post-session synthesis packs
Designed the session, not just the agenda
Each workshop was built backward from the decision it needed to produce. I chose LUMA methods deliberately — divergent when we needed range, convergent when we needed a call — and sequenced them so 8–20 participants could all contribute without the loudest voice setting the direction.
Journey mapping as the shared surface
Mapping sessions put the customer journey on the wall as the neutral object. Departmental positions became annotations on a shared map instead of competing narratives, which made gaps and duplicated effort impossible to ignore.
Led the Service Design workstream
Beyond facilitating, I owned the Service Design workstream — carrying outputs between sessions, keeping the through-line intact, and making sure week three built on week one instead of restarting it.
Converted output into a prioritized backlog
Every session ended with captured concepts and an owner. Across the program that produced 25+ prioritized initiatives and experience concepts that fed directly into roadmap decisions.
AI-assisted documentation
I used AI-supported tools to turn raw session output into journey maps and service blueprints faster, cutting documentation time by around 30% and getting artifacts back to participants while the conversation was still warm.
Outcomes
What changed, measurably
40+
sessions co-led
Co-creation and journey-mapping sessions across Residential and Business initiatives.
25+
initiatives generated
Prioritized initiatives and experience concepts produced directly from session output.
30%
faster documentation
AI-supported synthesis and mapping shortened the gap between session and shareable artifact.
Reflection
Facilitation is a design discipline. The quality of the decision is set by the structure of the session, long before anyone walks into the room.
Let's map the journey that's been holding you back.
Open to Lead and Staff UX / Service Design roles.