Introducing service design into large, complex organisations can be difficult. Embedding and sustaining the mindset, tools and approaches is usually even more tricky. In this case study, Angela and Ben will share their experience driving sustainable change to the customer experience design and management approach at a complex, bureaucratic and constantly changing FTSE 50 company.
They will highlight some of the conditions that cause interference and share some strategies that proved effective in overcoming the barriers to create a lasting impact.
Angela Mancini is a seasoned customer experience professional, having led large customer journey and change teams in highly complex organisations. Both in-house and as a management consultant, she has spent the past 25 years successfully initiating and overseeing the delivery of customer experience infrastructure and improvement initiatives, ranging from transformational to incremental change.
This work has largely focused on developing and delivering frameworks for “outside in” connection of customers with commercial drivers and operational capabilities. Angela recently joined Livework as an associate, collaborating with designers to develop a tighter connection between service design and customer experience management for Livework’s clients.
Ben is a co-founder of service design consultancy Livework. He established Livework as the first service design company in the world in 2001 and has led the development and growth of service design as a discipline ever since.
Ben has provided strategic guidance to a range of high-profile clients from across public and private sectors including government departments, global companies, start-ups and charities. He is driven by the potential of service design to create a positive impact on business, customers and society.
Ben is the author of 2 books on service design: Service Design: From Insight to Implementation (Rosenfeld 2013) and Service Design for Business (Wiley 2015). He has taught service design as a visiting tutor at the Royal College of Art and Goldsmiths College.