Transformation: Are You Sure You Want It?
As service designers, we're bought in to transform and re-center big companies’ business around their customers. In Australia, many companies are digital laggards who've had few competitors and have used customer inertia as a primary retention strategy. The story to shareholders is a warm, fuzzy one – “Look at our shiny new service designer investment!” – but the reality is often different. We’re here with survival stories from the service-design trenches, with a uniquely Australian slant.
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- Can businesses really buy their way to transformation through investing in service design?
- How can you minimise the resistance to change, to really actually make things "transform"?
- What can you learn from our experiences that you can apply to your business right now?
Jo Gascoigne, Business Designer, Fjord