
Business Transformation by Design
Service design has matured beyond its origins to become a transformative force within organisations. As businesses and public institutions face complex challenges, service design offers a path toward sustainable, human-centred transformation. And this trend is one we should welcome and celebrate as a discipline. It’s evidence of achieving impact that goes far beyond the creation of a customer journey or service blueprint. The pages of Touchpoint have long served to document our progress along this path. From ‘Business Impact of Service Design’ (September 2010), through to ‘Transformation through Service Design’ (April 2014), we’ve periodically focused on how service design can support business transformation. And we do so again in the following pages, with a range of excellent contributions from across our community.