Service Design 2011

Service design on a shoestring

Anthony Colfelt

In organisations large and small, technology underpins the majority of customer service interactions. Whether it’s a digital cash register, or a Customer Relationship Management (CRM) solution, customer-facing staff use information systems to support their workflow. Larger organisations have a wider variety of old and new systems, and the more of a mess it becomes. Making meaningful service improvements can seem synonymous with joining up systems or creating better ones.

But, what do you do if you can’t afford that?

In this talk, Anthony will explore recent experiences designing services in large corporates, when tweaking technology was not an option. He will discuss some common challenges these organisations face in delivering better service experiences to customers, and how to make a big impact on a small budget.


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