Service Design
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The Cost Of Complaining Just Collapsed
AI hasn’t really redistributed power, but it has exposed which parts of it were real in the first place. The cost of complaining has collapsed within 18 months. Now the era of weaponising bureaucracy is over; and companies will either… Continue reading
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Four Factors Hindering Transformation
The problem with good service design is that you don’t notice it. It’s only when you experience truly bad design that you appreciate the good stuff. That’s why so few organisations are design led. They focus on designing out the… Continue reading
Paul Taylor 