EP10 - Service Design - The Invisible Architecture

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EP10 - Service Design - The Invisible Architecture

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About this listen

The conversation delves into the concept of service design, emphasizing its orchestration of touch points and the impact of broken processes on customer experiences. It explores the front stage and backstage of service design, mental models for service design, artifacts used in service design, and the future of service design as a primary brand differentiator.

Takeaways

Service design is the orchestration of all touch points
Broken processes deliver broken experiences
Systems Thinking and Double diamond frameworks
Service Blueprint and SCIPAB artifacts

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