Service design transformation is not a quick hit. It is also not the long, drawn-out boogey man that people use to make excuses for not going through a service redesign. The prospect of actually talking to people about your service offerings, hearing all the bad things they have to say and being vulnerable can be both daunting and dubious, but there is no glory without pain.

There is also no transformation achieved without the people inside the organization separating their ego from the experiences in question. As people take ownership for services, processes and products, in many ways — they…


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