Design has a critical role in supporting organisations in regulated sectors, not just to meet cost, growth and risk imperatives, but also to deliver outcomes that consider purpose, wellbeing, sustainability and ultimately, a fair exchange of value for all stakeholders. As new technologies like generative AI disrupt the landscape, design is spotlighted to become more relevant than ever, shaping ethical, human-centred services for a better future. This requires design leaders to connect the customer and social benefits they create to the organisation’s commercial imperatives, demonstrating how design works, leads and matters.
Rebolledo et al. (Fri,) studied this question.