OUR JOURNEY INTO COMPLEXITY VIA SERVICE DESIGN

Summary from the TLDR Design newsletter

Andrea Burgueño and Izzi Cain, co-leads of the Service Design Guild at IBM, have advanced the company's service design practice and mindset. They focus on holistic experiences and employee-customer interactions to deliver delightful products. Through education, cross-collaboration, and the adaptation of service design frameworks, they aim to scale the impact within IBM. They are exploring the integration of AI tools to further this goal.