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