Between 2019 and 2020, the Service Design Practice at J.P. Morgan designed and piloted a tool called SASI to make it easier for everyone to connect the millions of dollars being invested in change projects, to the services we provided to our clients. SASI became a focal point for our conviction that service design has the potential to bring human (client) centricity to the core of organisations, beyond the usual soundbites, and into tangible operational processes such as how organisations invest to improve their services.
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