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

When implementing service design, starting small with a specific area of focus, such as improving the onboarding experience for a car rental service, can lead to tangible success and outcomes.

The Service Design community may struggle with this approach due to a desire for a cohesive end-to-end experience, but recognising success on a daily or weekly basis can help maintain patience and propel progress.