Where does a product start and a service end? Is Amazon Echo a product? A service? Does it matter?
The short answer is no. The integration of technology into everything we do has brought product and service together. The bad news is that our services are now more complex than ever, making not only their design, but also the management of the teams delivering the service, exponentially more difficult. The good news is that a set of methods for dealing with this complexity has emerged. Through a series of detailed case studies, Jeff will show how teams at large companies and startups are combining modern lean and agile tactics with service design methods to create and deliver new digital services—faster, with less risk, and with better customer outcomes than ever before. Because, at the end of the day, the columns in your org chart shouldn’t determine how you make your customers successful.