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I've had the privilege of working with improving the experiences of both the user and employee by designing and optimizing an organization's operations to better support customer journeys.
Most companies spend a lot of money on improving the customer-facing outputs, but sometimes the internal processes could be the reason why the customer experience is poor. Service design takes a comprehensive, birds-eye view that considers both the customer and employee experiences, recognizing the interconnectedness between the two. By investing in service design and addressing both customer-facing outputs and internal processes, companies can achieve a holistic and sustainable approach to delivering exceptional experiences that benefit both customers and employees alike.
