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Designing the service back into our services

The human impact of C19 has been tragic, yet the human response to it has been inspiring. People instinctively asked “how can I help” in a way that they didn’t before. CEOs found themselves on daily calls putting themselves in service of frontline teams, effectively flipping the organisational structure. Changes that would have taken years before took days, as people worked tirelessly from spare rooms in service of what mattered – other people, inside their organisations and outside.

None of this was designed. It’s just what needed to happen. But every organisation now wants to bottle this spirit of service. Drawing on the Human Signals report, his research into the human impact of Covid-19, Joel Bailey, Director, Experience Led Transformation at EY Seren, will take us through what has been revealed about the changing face of consumption, the recovery of lost compassion and empathy and the impact that will have for our future and the transition into new models of working worlds.

As designers we have a once in a lifetime chance to design compassionate service back into our services. Tune in to find out how from 13:00-14:30 on Friday 10 July. Register now.

About Joel Bailey

joel-baileyJoel is a Service Designer with 20 years’ experience in service design, applying systems thinking, research and design to improve services across sectors. Whether its reducing cost, increasing revenue, or improving customer or employee outcomes, Joel takes a very practical and hands on approach to delivering results. He is currently Director at EY Seren, the global design consultancy within EY, and Forrester’s Global Innovation Leader 2019.

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