Edenspiekermann design agency uses service design for radical improvement in services. "The pillarization of business units stands in the way of real innovation," says Creative Director and partner Joost Holthuis. Many companies want to put the customer first and try to distinguish themselves or to generate new business through excellent service. Large organizations such as government organizations, banks, insurers and large service providers are divided into departments, each with its own task and objectives. These departments often form separate silos that work little together. That can be different business units, but also departments such as IT, Marketing, Corporate Communication, etc. "As long as the pillar innovation in the ...