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Improving Customer Experience With Service Design: Insights From Lion

Improving Customer Experience With Service Design: Insights From Lion

Ahead of Service Design 2018 we chat to Jandi Shennan, Senior Service Design Advisor at Lion about:

  • Their use of "change champions" to foster authenticity of change
  • Their overall service design journey and how streamlined the workplace
  • How they developed service design initiatives to improve customer experience delivery


Special Report: Customer Journey Mapping

Special Report: Customer Journey Mapping

Ahead of Service Design 2018, this report sets out to explore:

  • Raising the standards for customer journeys
  • Understanding customer journeys and journey maps
  • Roadblocks with customer mapping journeys and how to overcome them 
Ensuring Successful Digital Transformation with Service Design: Lessons from Telstra

Ensuring Successful Digital Transformation with Service Design: Lessons from Telstra

Ahead of Service Design 2018, we chatted to Jemma Vandali, acting GM of Telstra’s Service Creation and Design Practice about:

  • How Telstra's usage of service design gained buy-in from internal and external stakeholders for their digital transformation
  • Measuring the success that service design methods have provided
  • The overall benefits of putting service design into practice