How do you create the conditions for delivering a great customer experience on a rapidly changing platform? In 2016, Norway’s national railway company began building a new technology platform. As designers, we yearned to address the customer’s actual needs and desires, not just a fresh look and technical upgrade. But with no process, principles, tools, or internal design resources, where do you start?
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Maria Skaaden – Continuous Design – One eye on the horizon and the other on the next wave
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