Service design to create great customer experiences

“Design is about making things good (and then better) and right (and fantastic) for the people who use and encounter them.” -Matt Beale, Carnegie School of Design

Service design and customer experience are fundamental to how we engage with customers. Why? We expect the systems we use to be seamless, accessible, fast, simple and delightful.

But great products, services and ideas can fail because of bad design or bad customer experience. Negative experiences reign supreme in our brains. 

Kristen dives into what makes service design work, and shares examples of well-designed and poorly-designed services.