Introduction to Service Design

Services currently make up 70% of New Zealand’s GDP, and this percentage is growing every year. Given how important services are to our economy, it should be easy to find examples of remarkable customer service. Instead, the front page news in Wellington is all about phone outages and train delays.

I think that the main reason we get bad service is because most organisations leave it up to business analysts, project managers or software engineers to design the customer experience. We don’t get remarkable service because organisations don’t consciously design the end-to-end experience. Read more »