According to Julia Birks, Associate Strategic Design Director of Merkel, Australia, the “Tell and Sell Approach” doesn’t really work effectively since it separates the leaders from reality of what the frontline service experiences are like. As a consequence, they focus so much on the solution for the customer that they forget to pause, and really think about how they can effectively enable the staff, the internal teams to allow those great customer experiences to happen.
Service design sprint is not about creating something perfect according to yourself. It's about creating something that works and brings about a great experience for both customers and staff.
This is the main take out from the UX Meetup entitled “Listen, Show, or Tell? Involving Staff in the Strategic Design of Products and Service.” Click here for the summary of each episode and the full transcript: https://tinyurl.com/transcriptJuliaBirks
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