02 August 2023

In recent years, service design has become increasingly important in driving organisational change. One contributing reason is the growing recognition that employee experience significantly impacts both customer satisfaction and the organisation’s bottom line. Service designers are at the forefront of this change, responsible for designing service offerings and implementing and embedding change within organisations. However, this evolution towards becoming catalysts for change comes with challenges, particularly for service designers tasked with changing organisational culture while trying to fit into it.