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.
When it comes to diagnosing business challenges, it’s easy to focus on what seems like the obvious issue, whether it’s a struggling product or a service that’s not performing as expected. But what if those challenges are deeply interconnected?
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?
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.