This clip is part of a one-hour-long webinar about the Future of In-House Service Design with Marc Fonteijn. You can watch the full webinar here.

In summary

• Encourage students to do an internship with an organisation that delivers tangible services.

• Have students experience the front stage and backstage of service delivery (like in café, a restaurant, hotel, etc.).

• Have students work in a hotline to see how people interact with organisations and how standardised processes can make the work of workers hard.