Designing consistent experiences across an organisation can be tough.
Designing a product or website may seem like an easier task when compared to a ‘service’ that is intangible. Service Design considers both the frontstage and backstage activities, which are often siloed in different parts of the business.
Service Map example created with smaply.com
At Humana, we have experienced service design consultants who enjoy the complexities that go with trying to evaluate and improve these services. We’ve worked with some of Australias biggest organisations to help reshape how they deliver value to their customers.
Humana’s founder, Gerry Scullion contributed to the book ‘This is Service Design Doing‘ (O’Reilly, 2017) which is due out in 2017. He contributed to the chapters related to Effective Prototyping for Design Teams and also Embedding Service Design into Organisations.