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Touchpoint
p-ISSN: 1868-6052
e-ISSN: 2940-2778
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Navigating the Paradox : How service design leaders drive transformation in regulated industriesNicolás Rebolledo, Peter Neufeld, Will ShawTouchpoint - Business Transformation by Design 16 No. 3 (2025)https://doi.org/10.30819/touchpoint.16-3.05 pp: 24-28 2025-09-19 |
Rebolledo, N., & Neufeld, P., & Shaw, W. (2025). Navigating the Paradox : How service design leaders drive transformation in regulated industries. Touchpoint - Business Transformation by Design, 16 (3), 24-28. doi:10.30819/touchpoint.16-3.05
@article{Rebolledo_2025,
doi = {10.30819/touchpoint.16-3.05},
url = {https://doi.org/10.30819/touchpoint.16-3.05},
year = 2025,
publisher = {Logos Verlag Berlin},
volume = {16},
number = {3},
pages = {24-28},
author = {Nicolás Rebolledo, Peter Neufeld, Will Shaw},
title = {Navigating the Paradox : How service design leaders drive transformation in regulated industries},
journal = {Touchpoint - Business Transformation by Design}
}
url = {https://doi.org/10.30819/touchpoint.16-3.05},
year = 2025,
publisher = {Logos Verlag Berlin},
volume = {16},
number = {3},
pages = {24-28},
author = {Nicolás Rebolledo, Peter Neufeld, Will Shaw},
title = {Navigating the Paradox : How service design leaders drive transformation in regulated industries},
journal = {Touchpoint - Business Transformation by Design}
Abstract
Design has a critical role in supporting organisations in regulated sectors, not just to meet cost, growth and risk imperatives, but also to deliver outcomes that consider purpose, wellbeing, sustainability and ultimately, a fair exchange of value for all stakeholders. As new technologies like generative AI disrupt the landscape, design is spotlighted to become more relevant than ever, shaping ethical, human-centred services for a better future. This requires design leaders to connect the customer and social benefits they create to the organisation’s commercial imperatives, demonstrating how design works, leads and matters.
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