As you now know, Livework is a key player in the Service Design space, therefore they explore more than one way to improve services. One of their specialities is the link between Business and Service Design as their book "Service Design for Business: A Practical Guide to Optimizing the Customer Experience" demonstrates. The process shown here is one that tries to show the link between business and Service Design.

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I found this process in an article called "Service Design + Business Design" written by Marzia Aricò on Livework's blog.