Netflix Customer Experience Strategy

  • #research
  • #service-design
  • #workplace

Service design considers how people, processes, and interactions work together to create an experience. The Netflix Experience is a shared service philosophy for Studio Operations & Services (opens in new tab), the team supporting productions, talent, crew, and vendors. This project looked at how those principles are understood and put into practice across the organization.

Interviewees and survey respondents reflected on how tenure, role, and region inform their understanding of the principles and their approach to everyday work.

Following the study, we considered how enablement could (1) build on company culture, (2) give teams resources, and (3) make progress easier to measure. These considerations went on to inform the operational strategy I developed for rolling out a continuing education initiative.

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As much as I value making knowledge accessible, I also respect the responsibility that comes with sharing it. The details of this project are confidential, and unfortunately can’t be shared publicly.

For further reading: Kano Model (opens in new tab), Expectation Confirmation Theory (opens in new tab), Good Services: How to Design Services that Work (opens in new tab)

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