How TfL and the UK government are using service design to stay future fit

Trying to keep up with digital and technological advances and changing customer expectations is a mammoth undertaking for large organisations like Transport for London (TfL) and the UK government, which with millions of customers and billions of journeys and enquiries are now turning to service design to ensure they stay future fit in a changing society.
For those unfamiliar with the term service design, it essentially helps organisations deal with internal challenges and improve service strateg