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Service design at scale

At Intuit, Erik Flowers created a service blueprint that enabled a cross-functional team to both reduce support hours and improve the overall customer experience. ....

Digital Service Design , Service Blueprint , Service Design At Scale , Hours Minimized , Need To Travel , Design At Scale ,

World Summit on Information Society puts technology at forefront of sustainable development

World Summit on Information Society puts technology at forefront of sustainable development
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Service Design At Scale

Service Design At Scale
SITUATION
Intuit values generating delight through customer experiences. They ve embraced Service Design to create and continually renew that delight. Being a global company, design and delivery of their services include product teams in the US and customer support teams (CARE) in the Philippines.
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How might we engage global teams in service design?
Optimizing the service you deliver to your customer requires insights from multiple parts of the organization. In-person workshops allow stakeholders to build off each other s contributions, adding diversity and creating alignment that results in a more holistic improvement.
That was impossible with the customer support team in another continent. ....

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