Design's role in transformation programs with Livework's Ben Reason.
Service Design YAP
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Design in Service Transformation
This chapter explores the crucial role of tangible design artifacts and the challenges in their misuse during the service design process. It emphasizes the need for service designers to align their work with business metrics, fostering collaboration between design and management consultancy for effective transformation. The discussion includes case studies, notably within Adidas and the NHS, highlighting the importance of a customer-centric approach and the integration of design practices across various organizational levels.
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Transcript
