About
Poorva is a Lead Experience/Service Designer at ThoughtWorks currently working on a complex multi-vendor, multi team transformational project. Trained as an architect with an Industrial Design master's from IDC (IIT Bombay). With over 15 years of experience, she has worked on various facets of Design including architecture, physical & digital products, research, strategy, and services across multiple industry domains (wealth management, manufacturing, e-commerce, consumer goods etc) & geographies. She brings a wealth of professional experience from working with Godrej, Accenture, Pepperfry, JP Morgan & Chase, and others.
Talk details
Beyond Borders: Unmasking Cultural Blind Spots with Service Design
About this talk
Over the past five years, I have led Service Design initiatives for a large global automotive company in Europe (Mercedes Benz), working across multiple business and legacy transformation programs. During this journey of conceptualizing and defining a digital data product for one of the key transformation touchpoints, I encountered an interesting adoption challenge. While the product itself remained the same, differences in acceptance and adoption across multiple countries revealed nuanced patterns that went beyond usability or functionality. This prompted me to reflect on some fundamental cultural influences at play. In this piece, I will share my experience and perspective on the critical role culture plays in onboarding and driving adoption among global users in a B2B context.