Tag: service-design
All the articles with the tag "service-design".
Why the Digital Divide Is Not What You Think, and Is Not Going Away
Around one in five Australians are digitally excluded, and the barriers go well beyond owning a computer. Why government services must stay digital by default, not digital only.
Why Do AI Projects Fail When the AI Works?
AI capability is no longer the main obstacle. Organisations mistake AI usage for improved outcomes, and apply AI to isolated tasks instead of redesigning the work as a whole.