So I think this all about balance, in the traditional card a man juggles two coins held in an infinite loop. So you are trying to balance what I would consider two aspects of design. The customer/user side and below the line of visibility all the systems and processes. From the beginning designers have worked on the best tool to bring these two sides together.
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Synthesising information by sharing honest ideas and creative insights. Everyone is happy with ideas and observations you have documented. The analysis of the observations will create useful insights.
Creating customer journey maps is one of the most satisfying aspects of service design. It is visual thinking at its most powerful. Often for the first time every one will be able to see and understand the user experience.
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Generate a flood of concepts at a low resolution. Discover insights made from feelings and intuition. Trust what your gut says and avoid over analysing.
The Stanford d.school writes about being able to Experiment Rapidly.
‘This ability is about being able to quickly generate ideas – whether written, drawn, or built. In order to rapidly experiment, you must be able to relax your mind and reach a mode of acceptance. This will eliminate the natural tendency to block ideas that seem off or unfeasible. Then, let your doing lead your thinking – and lead with your hands. This ability pairs naturally with Learn From Others. In many instances, you are experimenting by both generating a flood of new concepts at low resolution (brainstorming) and testing some of those concepts with potential users.’