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Leader Spotlight: The value of visual mapping, with Suzanne Ackerman
- Suzanne Ackerman, former Director, Experience Strategy and Design at John Hancock, shares how she utilizes visual mapping to align teams and simplify complex projects.
- Service mapping and customer journey mapping each represent process over time, with one focusing on the perspectives of the customer and the other on the tools and processes behind the scenes.
- Service mapping was effectively used in national supermarket chain’s transition from paper couponing to digital couponing.
- The value of co-design brings stakeholders and priorities together to establish alignment and trust.
- Ackerman’s passion for visual mapping has allowed her to simplify complex problems and get people talking about the same thing.
- Curiosity is one of the most important aspects of leadership, which, according to Ackerman, involves both relationships and trust, and curiosity and openness.
- Acknowledging the unique strengths, perspectives, and excitement of team members is essential in creating shared ownership and success.
- Candidates lacking curiosity during interviews demonstrate lack of creativity, an inability to shift from one framework to another or make analogies.
- Ackerman believes that curiosity is vital in leadership, especially in industries where one may not have expertise.
- Being a visual person, Ackerman discovered that design provides a unique and holistic perspective in problem-solving.
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