The conversation delves into the concept of service design, emphasizing its orchestration of touch points and the impact of broken processes on customer experiences. It explores the front stage and backstage of service design, mental models for service design, artifacts used in service design, and the future of service design as a primary brand differentiator.

Takeaways

• Service design is the orchestration of all touch points
• Broken processes deliver broken experiences
• Systems Thinking and Double diamond frameworks
• Service Blueprint and SCIPAB artifacts