The world is an uncertain place. As the outbreak and spread of the Covid-19 virus has powerfully demonstrated, change can happen with devastating speed. At the same time, although less visibly, there are profound global trends at work, ranging from the climate crisis to technological disruption and evolving social attitudes. A business’ ability to thrive in the face of change, in whatever form it takes, will depend on ideas, solving challenges and exceeding customer expectations.

In today’s economy, characterised by digital purchasing, social media and a glut of communication channels, customers have more choice and influence than ever before. Satisfying their expectations is the minimum standard. To stand out from the crowd, companies must exceed expectations and delight customers.

And that’s where service design comes in!