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Customer centricity by design

by Marzia Aricò and Angela Mancini

This whitepaper is a collection of articles and insights that together summarise our approach to customer centricity, by design and some of the challenges you might encounter in these endeavours. We hope it gives you some ideas about how to get started and / or how to re-invigorate your own customer-oriented improvement work.

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Anne van Lieren Lead Service Designer

I am a lead service designer and a researcher with a strong interest in human behaviour and user research. I work on the crossroads of service design, human behaviour and business to create meaningful customer experiences that deliver value to both the customer and business.

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