In service design, it’s pilot or perish.

By Lavrans Lovlie.  Why business cases cost organisations billions. Most organisations assure the viability of an initiative by building a business case that has to meet certain targets, such as return on investment (ROI), or an industry specific measure such as average revenue per user (ARPU). Ultimately, a business case is supposed to offer management […]

Read More

Pilot or perish, part 2.

By Lavrans Lovlie.  Designers bring ideas to life and are able to convince organisations to build services that their customers will love, but fail to communicate how these will bring value to business. At the same time, businesses spend millions to communicate their ideas through business cases that fail to convince customers. Neither beautiful designs […]

Read More