The Unintended Consequences Of Service Design

Learn From Three Service Design Projects That Delivered More Than They Expected

February 2nd, 2022
With contributors:
Martin Gill, Zaklina Ber, Marissa Fritz


Service design initiatives that target a customer experience (CX) challenge often deliver beyond their initial scope, impacting the organization’s employees and culture as well as customers. This report illustrates how and why service design principles power success beyond expectations, using three success stories across the banking, healthcare, and social security industries.

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