What does it take to finally decide to quit your job and start your own venture? How do you digitise an entire government offering to its citizens, starting almost from scratch and surrounded by scepticism? How do you deploy AI to truly improve service design outcomes?

These are some of the topics I discussed with Roberta Tassi, a design leader and inspiring practitioner who has used service design in a variety of contexts to improve the way NGOs, private and public organisations organise work and deliver services.

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