The Design Trifecta

Recent research from the Design Council and other sources indicat that 51% of service design projects do not get implemented. Design groups can fall into the trap of telling business  high level strategic stories using overly complex assets that present a nirvana. They do not get implemented because they lack testing with users, fail to […]

Open-Text Feedback

Veikkaus the Finnish lottery, betting, and online gaming company has over 2.2 million regular customers. Veikkaus use the Etuma Feedback Categorizer (EFC) to analyse open-text feedback from multiple feedback channels such as contact centres, web forms, and surveys. EFC provides key decision making information for the continuous development of customer services, products, and marketing campaigns. Using open-text feedback to […]

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