While it’s vital for services to be consistent, they are also complex and varied, and some parts of your service will need to look and behave differently from the rest.
However, consistency is very often mistaken as uniformity, where we aim for a service experience that is exactly the same across all parts of the journey, all channels, and between different users.
When users need a solution to a complex problem, it’s a human, tailored response that they need, not a scripted bot. But responding and working with a user’s individual circumstance with freedom requires empowered staff.
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An effective communicator and business analyst with an inquisitive mind, strong analytical, problem-solving, and decision-making skills
Services in the internet age are not only defined by the user who’s looking for them but composed of ‘small pieces loosely joined’
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