In short: object lessons for making things tangible, mixing formats to keep attention, building stations so people do what feels right for them, rituals to bring a sense of safety.
In short: give three tasks to different people. One plays the citizen and designs her own sandwich. One plays the expert and designs the sandwich alone. One plays the consultant who designs the sandwich with the citizen. Finally compare the results.
I'm Daniele Catalanotto, I worked with clients from all over the world to help them improve their customer experience using simple Service Design principles. I've been blessed to be able to learn a lot. Today I want to share these learnings back with the community.
