Every touchpoint a customer has with your brand presents an opportunity to deliver the best experience possible. Customers no longer compare one business with a direct competitor; they compare their last service experience with the next, blurring the lines between categories. Customers expect a seamless experience. One alarming trend we’ve noticed with the rise of… Read more »
Damian Kernahan pioneered the introduction of service design to Australian business, co-founding Proto in Sydney in 2008, helping identify and close the gap between the experience that organisations promise to customers and what is actually delivered. Damian has managed successful Design Thinking projects for Optus, Westpac, Hoyts, Gumtree and Virgin Mobile and has been a member of the judging panel for both the International Service Design awards and the Australian Design Awards.