What are the main issues you find yourself with when you are designing a service for a company?
Hey guys!
I recently attended a meet-up in Lisbon, Portugal focused on service development and management. And since I am from Spain, I thought things maybe would be different. But it seems the answer is no.
We talk about
- How the stakeholders seem rateless to change things, even more, when we are dealing with a big corporate.
- How sometimes the customer journey is like a nice photo but nobody wants to use it.
- Or how each department creates its own customer journey without thinking in other areas or collaborating with other teams.
How is your experience? What is the issue you find most in your daily life? Which is your main struggle?
Replies1
- Hi Moitaz,As you say, while there is often a widely recognised problem, there are often factors that make change difficult - fear of change, entrenched positions, services designed around how a company is structured rather than what customers want, and the cost of making changes. The latter is particularly painful when there are critical legacy systems that everyone agrees do not work, but whose replacement to solve the problem at hand is not going to happen.I’ve found that when there are metrics that demonstrate that something isn’t working, and why, and provided there is the right corporate culture, and everyone is onboard with finding a solution, great new solutions can be developed.
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