Editor’s Note: Struggling to navigate today’s increasingly complex decision-making processes? ThinkLab has the insights you need to thrive in the built environment’s evolving landscape. After six months of in-depth research directly with end user decision makers, ThinkLab uncovered key strategies to help teams align amidst growing decision-making committees, which have doubled in size over the past five years. These findings, coupled with lessons from industry leaders, reveal how collaboration, role clarity, and data-driven insights can lead to more effective outcomes. They are unveiling these actionable strategies throughout Season 6 of Design Nerds Anonymous. Don’t miss Episode 6, “Getting to Consensus – A Masterclass for All Sectors,” where hospitality expert Halle Hannaford from Chick-fil-A shares real-world approaches to achieving alignment across large teams. We’ll be sharing abbreviated highlights here, exclusively for officeinsight readers.
The Big Idea: Consensus is a Team Sport
To achieve consensus in increasingly large and complex decision-making teams, organizations must embrace actionable strategies that prioritize collaboration, clarity, and data-driven approaches. Hospitality, more than any other sector, operates with an urgency to seize fast-moving opportunities, making it a proving ground for streamlined processes and rapid alignment.
As Halle Hannaford from Chick-fil-A explains, their team has adapted to a dynamic shift from just two ways of engaging with customers — dining in or using the drive-thru — to a vast array of physical and digital touchpoints. This adaptability in designing spaces and processes provides valuable lessons for any industry striving to meet diverse and evolving needs across physical and digital touchpoints, all while maintaining speed and precision.
Here are three actionable steps:
Appoint Cross-Functional Liaisons — Identify key individuals to act as connectors between departments or disciplines. Their role is to ensure seamless communication and alignment across teams, breaking down silos and enabling integrated decision-making.
“We have one liaison who really sits from the technology side and comes in and helps us understand where they’re going with the app, what kind of issues they might be addressing, where they’re seeing opportunities.” – Halle Hannaford
Define Roles and Set Expectations Early — Before meetings or collaborative sessions, clearly outline each participant’s role—whether they’re contributing input, making decisions, or observing for awareness. Setting expectations prevents confusion and keeps the process on track.”Clarity of roles and responsibilities is critical…understanding and just setting expectations when a group like that comes into the room of why they’re there—are they just there for input? Are they there to help you in a decision-making process? Being really clear about those things usually helps some of the squirrel that can happen after everyone leaves the room.” – Halle Hannaford
Start with Data-Driven Understanding — Begin every project with a structured “understand phase” that prioritizes data collection and stakeholder feedback. Use this research to clarify the problem or opportunity, ensuring all decisions are grounded in real insights rather than assumptions.
“We feel like this is a question worth asking. How do we get out in front of these audiences and ask the question we have? What is the goal of this work? After your initial plan, your next phase is what we call the ‘understand phase,’ which for us truly is: take some time, do the research, make sure you’re really clear about what the problem is.” – Halle Hannaford
Building the Playbook for Collaborative Success
What sets the hospitality sector apart—and what makes Halle’s insights so compelling—is its ability to marry speed with precision AND to connect these strategies across the physical and digital realms. The lessons shared here demonstrate how aligning diverse voices through clarity and collaboration can drive faster, more confident decision-making.
This isn’t just about keeping pace with change; it’s about leading it. Whether you’re in corporate, healthcare, education, or any other sector, her insights can help your team stay aligned, informed, and ready to act decisively in a fast-moving world.
If this interests you, dive deeper into these findings by listening to episode 6 of season 6 of Design Nerds Anonymous, “Getting to Consensus – A Masterclass for All Sectors,” and if you would like to be included in ThinkLab’s next research study, join ThinkLab’s research community to share your perspective and help shape future insights. Sign up here to contribute your expertise and stay connected.