At your service

Damian Kernahan of Proto Partners asks in Fast Thinking, an Australian innovation quarterly, why service organisations don’t deliver their customers a great experience, when all it takes is a little planning and design.

“In this article we will look at trying to understand why we so often have these average customer experiences, why services are still most often developed using an industrial product mindset and how that might be improved. We will also provide a new approach to ensure that services are more regularly designed with the end user in mind rather than as an organic process, which has little connection to the importance of the crucial revenue stream that it has been set up to deliver.”

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