Recently I was surprised with a government service; pleasantly. When I had visited the same office in person, I received some pretty rough treatment and was somewhat assured of being left in the dark for atleast a month. But, things took a completely different turn when they mailed my documents way before time...surprise!
Twists in films is fairly common (Seven, The Sixth Sense, The Usual Suspects, Shawashank Redemption). Would you use twists in your service? What kind of twists?
How do you script a service design twist ? A pleasant one hopefully! I wonder....
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