When doing service design or any omnichannel experience design, workshops are required.
Why? Because problems of this scale are simply to large to fit inside the head of any one designer, or even the collective head of a design team.
A large group of subject matter experts must be convened, organized and let through large-scale design collaboration. For many, design is an unfamiliar and uncomfortable way to work.
Only an experienced workshop facilitator — who understands design, diplomacy, group psychology and the art of improvisation — can gather the breadth of expertise needed, and focus it on solving an organization’s toughest problems.