2021 Pandemic Personas – Download your CX toolkit now

Service Design resources and insights


What is Service Design and why?

Service Design marries two crucial human endeavours into a practice that today is driving economic growth.

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Necessity is the mother of invention

All businesses are finding that 'necessity is the mother of invention' right now. The new normal is not the same as the old.

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Designing for multiple possible scenarios

In such volatile trading conditions, organisations need to design for multiple possible scenarios.

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Designing with Pandemic Personas

Using Pandemic Personas as part of your Covid-19 CX response toolkit.

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Redesigning your frontline through all this change

As government guidelines change and commercial models adapt, your frontline operation will need to adjust too.

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Technology alone won’t save air travel

As the aviation sector gets to grips with restarting operations and services, attention will soon turn to defining what the new normal will be for air travel.

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Redesigning the workforce experience

Watch the third in our series of ‘Leading out of Lockdown’ webinars on what employers need to start, stop and do more to create and maintain a high performing workforce.

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Turn your passenger experience back on

The travel and aviation sector have been more affected than most and restarting operations continues to be a mammoth task.

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Webinar: Your customers have changed. What now?

Watch ‘Leading out of Lockdown’ where we discuss how to design for the new needs and expectations of your customers and employees.

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Planning for a new era of air travel

Designing a great passenger experience is still vital for the growth of the aviation sector, in fact, more so than ever.

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