In progressive organisations much attention is given to a desired customer experience, with service designers fashioning digital and physical interactions to satisfy and delight. We have found there is often a disconnect between the experience vision and the ability for the organisation to execute
We are in a new era of humanism.1 Soon, through augmented reality devices, digital information will no longer be consumed through rectangular phones and screens but will be overlaid onto our physical environment. Already, customer and employee experience is the axis of business strategy for brands seeking to build loyal followers and advocates in an increasingly fragmented and volatile marketplace.
Combining human centred design with business and technology architecture to drive large scale business renewal in service of customer and employee experience.
Over the last five years, we have been on a journey that has led us to a unique design space that both provides a means to understand customer and business problems more deeply and achieve traceability from goal to required change.