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Inland Revenue New Zealand: Service Design in a Regulatory Context

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Karyn McLean, Specialist Portfolios Manager, Inland Revenue; Jim Scully, Design and Project Management Group manager, Inland Revenue; Leslie Tergas, Design Development and Innovation Manager, Inland Revenue


The business world is realizing that well-designed, user-centered services can increase customer satisfaction and create brand differentiation, as well as generate new income streams and greater profits. But in a regulatory context, where people are oblig




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Service Design, Design Thinking, Behavior Change

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