How to Put Customer Feedback in a Structure

Think about it... already back in the 60s companies were designing and delivering great service. That was way before service design or design thinking caught on with the masses. So how did they do it back then? What was their strategy for success? And what can we learn from that today. In this episode Victor Lidoy shares his experience as a design director at LATAM Airline which has been in the game of delivering a service for over a century now. We also discuss what kind of incentives companies can put into place as to facilitate good design? What are the triggers that accelerate the adoption of a customer centric mindset and way of working. Finally we talk about why designers should just do design but talk business! The big question in this episode is... How would you embed design in a process driven organization? Leave your thoughts in the comments! And join the conversation. ---------------------------------------- EPISODE GUIDE 01:50 - The first encounter with Service Design. 03:30 - How did they manage to design great services before design thinking appeared? 14:05 - Why should we care about the incentives a company has to deliver good design? 25:00 - Talk business and do design? 32:40 - Big Questions: How would you embed design in a process driven organization? ---------------------------------------- LINKS FROM THE EPISODE * Victor on LinkedIn ➜ https://go.servicedesignshow.com/nru5w MORE EPISODES Enjoyed the show? Take a look at some of the other episodes. https://go.servicedesignshow.com/podcast YOUTUBE Every episode of the Service Design Show is also available as via the official YouTube channel. https://go.servicedesignshow.com/youtube FACEBOOK Check the Facebook page where you'll find more content and can discuss the episodes. https://go.servicedesignshow.com/facebook INSTAGRAM Get an exclusive behind the scenes look of the Show. https://go.servicedesignshow.com/instagram ---------------------------------------- [FREE COURSE] HOW TO EXPLAIN SERVICE DESIGN Learn how you can get your clients, colleagues, managers, CEOs and even grandmas as excited about service design as you are! https://servicedesignshow.com/free-course