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Valeria Adani is a Senior Service Designer at Livework, an international, strategic design consultancy focused on customers and services. In her work at Livework she brings a human-centred perspective to business while focusing on the client processes, culture and organisation. With years of experience in consulting both commercial companies and public entities, she helps her clients in understanding and managing the challenges of designing and delivering services within complex environments.

Prior to Livework, Valeria worked for one of the few independent Italian agencies embracing service design, helping them shape and grow their design department, delivering innovative projects at the interface between design, IT and management.

Valeria has an extensive experience in teaching and coaching, having collaborated with the Management Engineering Department of the University of Modena and Reggio Emilia in developing and managing various Design Thinking initiatives, both for students and Italian and international companies. Valeria holds a BA in Communication Design and an MA in Product Service System Design from Politecnico di Milano in Italy and she has been part of the international project Politong, in collaboration with Tongji University, Shanghai.

Event role
Case study speaker

Case study

'Designing after-sales services that go beyond products'

Many fashion brands and retailers struggle to successfully create and deliver services that go beyond the services that are related to the products sold. The challenge is to switch from a product-centric service process to a holistic, customer-centric culture focused on added value to customers. This also counts for luxury fashion brands. Luxury fashion is quite a traditional context, not only in terms of the heritage of the brands that make up the sector, but also in the structure and operations of these very same brands.

In the past two years Valeria and her colleagues have supported one of the top luxury fashion brands in improving their after-sales customer experience, by helping the company in understanding customer needs, analysing organisational hiccups and pain points, and by developing cross-department solutions to improve the after sales experience. This case study will show you that by focusing on the after sales journey, a company is able to develop a new way to deliver added value to the customer and to foster a customer-centric mind-set and iterative approach to the implementation of new services.


Saturday, October 7th, 11:30 am

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