Andy Polaine; Lavrans Lovlie; Ben Reason
The majority of products that we encounter are actually part of a larger service network. In some cases, those touchpoints have been designed. But in many cases, they have just happened organically, with no thought for the whole picture. That's where service design comes in. This case study explores what happens when a company integrates service experience into its strategy at the outset, rather than leaving it until later. Keywords: Service Design
DMI Members: To download the pdf of this publication, you need to log in, add it to your shopping cart, and check out. There will be no charge and the link(s) to the pdf(s) will be emailed to you.