How Service Design Enabled an Agency to Scale without Hiring

Miles Kailburn, co-founder of the 18-year-old agency OTM, shares the story of being a "prophet in his own land", realizing his team wasn't applying their powerful customer journey work to their own company. In this episode, learn how he created a brand new "Service Designer" role, gave a team member a 9-month runway to prove the concept, and achieved a massive 60-85% increase in net profit, allowing the firm to grow past capacity without adding new people. This is a masterclass on finding hidden value by systematizing your own services.