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- Title
Orange: A Service Design Case Study.
- Authors
Polaine, Andy; Løvlie, Lavrans; Reason, Ben
- Abstract
The majority of products that we encounter are actually part of a larger service network. In some cases, those touchpoints have been designed. But in many cases, they have just happened organically, with no thought for the whole picture. That's where service design comes in. This case study explores what happens when a company integrates service experience into its strategy at the outset, rather than leaving it until later.
- Subjects
SERVICE design; CUSTOMER services; COMMERCIAL products; BUSINESS enterprises; CUSTOMER relations
- Publication
Design Management Review, 2013, Vol 24, Issue 3, p48
- ISSN
1557-0614
- Publication type
Article
- DOI
10.1111/drev.10251