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Some people are born with a great sense of decoration or design. Others learn the skill and are able to apply it successfully. And then there are the rest of us. If you don’t have a lot of design talent, there are a few basic techniques that can help. These decorating rules and principles are …

[Video at the end of the blog] In service design the goal is to create an end-to-end journey in which you capture all the stages the customer goes through. But which steps are used the most, which steps customers like and dislike, and in what order do you put them? Because not all customers follow …