144 – Who Owns the Digital Health Experience?
It’s challenging to design effective customer experiences when no one owns the process. Jared and Zain go deep on why digital teams have struggled to adopt service design standards and how to evolve. Join them as they drop knowledge about having a garage full of Ferraris, the three concentric circles of service design, and managing results rather than platforms.
All that, plus the Flava of the Week about the need to think like media companies., and the 4-1-1 from Carrie Liken.