Strategy: Service Design Strategy

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  1. Socially Conscious Service Design

    Service Design

    Orchestrating experiences in context

    A column by Laura Keller
    September 23, 2019

    Looking at nine packages from Amazon in my office, I realized that I wasn’t even sure I knew what was in them—and it was only a few days ago when I used my glorious Prime membership to place the orders—so I decided to open them. “Ah, yes, all things we need for our upcoming vacation.” Sunscreen, toothpaste, and travel toys and sticker books for my kids are just a few of the items I had ordered in the week leading up to our trip.

    So I began unpacking these items and moving them nearer to the suitcases I’d already started packing. Then, when I looked back and saw the carnage I’d left in my office—the boxes, scraps of tape, bubble wrap, and randomly inflated, plastic mini-pillows—I started adding this refuse to our recycling and trash bins. Read More

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