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Global Service Design Conference in Madrid Global Service Design Conference in Madrid Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Global Service Design Conference in Madrid Source: International Service Design Network Global Service …

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A well-designed operating model is the bridge that allows a company to enable a fully joined up holistic customer experience and turn its CX strategy into results. In my work I help to clarify where and how critical customer support work gets done in the organization, across digital and physical interactions. The largest impediment to …

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Using Lego as a design thinking artefact enhancing the experience and outputs from collaboration and co-creation! How is it that a child’s toy, has become a serious strategy tool used by some of the worlds best known organisations?

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Banks aren’t getting disrupted by finch, they’re getting disrupted by customer expectations. Global enterprises (Apple, Google, Virgin, Philips, Amazon), social entrepreneurs. (Facebook, LinkedIn), and other innovators (IDEO, Fjord, EY Seren) have all used human-centered design (design thinking) to create solutions for many different types of challenges and business opportunities. Design thinking has been applied to …

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  A customer journey map is a tool that helps to improve your customer experience by breaking down interactions with customers to specific points — from when you initially create awareness of your service or product to when they actively seek to research your brand, select one of your products or services, make a purchase …

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