North Star

Ep33: Bringing User-Centred Design to Organisations

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In episode 33, Oliver King is joined by Jeanette Clement, Head of Service Design at BT Group, where they discuss the challenges and strategies of building customer-centred design capabilities within organisations.

They explore the role of service design in bringing about change and building customer experience capabilities. Jeanette shares her experience working in various sectors and highlights the importance of collaboration and convergence and the influence of service design on strategic thinking and decision-making within organisations. Tune in to discover the typical challenges and obstacles faced in implementing customer-centred design with advice on how to navigate them.

Connect with Jeanette Clement.

Chapters:

  • 01:22: The Role of Service Design in Bringing About Change 

  • 04:15: Collaboration and Convergence in Service Design

  • 04:49: Influencing Strategic Thinking and Decision-Making

  • 06:39: Managing Opinions and Getting Clarity

  • 11:32: Challenges and Obstacles in Implementing Customer-Centred Design 

  • 16:17: Using a Structured Briefing System for Project Success

  • 19:01: Identifying the Right Work

  • 23:02: Prototyping a Future Vision

  • 25:28: Balancing Fast and Slow

  • 29:30: Developing User-Centred Approaches
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