Below you'll find a list of all posts that have been categorized as “Perspectives”
We’ve all been there. Your car starts making a strange noise, and instead of taking it to a mechanic, you decide to Google the symptoms and attempt a quick fix yourself. It seems faster, cheaper, and you feel like you’ve got a handle on it—until the noise gets worse, and now the repair is even more expensive. It turns out the issue was more complex than you thought, and your self-diagnosis only made things worse.
I have observed recurring patterns while working as an outside consultant with various clients. It’s evident how organizations can either empower product and service leaders driving positive change or unintentionally create obstacles to their progress.
Too often, systems design seems all about processes, efficiencies, and structures. But here’s the thing: systems are only as effective as the people they serve.
How might we design kind and human-centred service experiences when our ‘customer’ has died?
Prime your organization’s functional teams toward providing seamless end-to-end journeys in an effort to embrace customer-centricity.
If you’re just using Service Design to innovate, you’re missing the bigger picture.
