Wow our customers

WOW Our Customers – but I don't directly work with them...

When I was in school, I always found ways to play with my friends, even during lunch breaks. A group of 10-12 of us would quickly finish our meals and then play a game called "Lakda Julamadi" (translated as "Build Bridges of Wood"). The goal was to reach a distant tree, which we called Home, by forming a human chain. One person would be touching the tree, and the others would form a chain, keeping contact with the tree as they moved toward the next one. It was a challenge to maintain the connection without breaking the chain, stretching and reaching across the distance. The game required careful planning, teamwork, and, of course, lots of running, shouting, and laughter.

A few years later, I saw a similar kind of teamwork in action during the ServiceNow New Hire Orientation (NHO). While the team organizing NHO isn't directly engaging with customers, they're helping create a sense of belonging for new hires. They're working together, fulfilling a shared purpose, and succeeding as a team. Team leader identified the distant 'tree', the Home that everyone needed to reach. Next growing leader in the team set the tone, while other team members came together to ensure the goal was achieved.

In doing so, the team embodied one of the core values of design: WOW the customer!
Although they may not have interacted directly with customers, the thoughtful way of working and building experience they created will ripple out, as they carry that same sense of belonging and care into their work with customers. It’s just like Lakda Julamadi – it’s all about teamwork, connection, and reaching the goal together!"