2.2 Where Context Dies

Why do organizations struggle with consistency even when everyone knows what to do? The answer often lies in the handoffs—those critical moments where context disappears between systems, teams, and people. In this episode, we explore the handoff problem across three scales: system-level design assumptions, organizational structure, and interpersonal transitions. You'll discover why information loss at boundaries isn't a communication failure—it's a design problem. Perfect for service designers, UX researchers, and anyone working to create coherent experiences in complex organizations. Part 1 of 2 | Season 2: Designing for Consistency in Complex Systems