A collaboration that stretches back to Polestar's early days, supporting the digital transformation and service design strategy of a brand growing at speed. I helped establish a service design function so that customer interactions, digital services and operational processes were designed holistically, with a clear strategy.
The work covered new ways of working, service frameworks, and the overall approach to customer experience — streamlining how new services were conceptualised, tested and launched, in service of a seamless, premium experience.
