Designing user-centred services for tenants
As part of the SFHA Engagement Conference on 10 June 2021, Fin Smith shared Clyde Valley Group’s user-centred, service design approach to the customer experience. Sarah Hill, Design Co-ordinator at SFHA, reflects on her five key takeaways from Fin’s session and her own experiences of design thinking.
1. You need to design the right thing before you can design the thing right.