We work closely with internal teams to document organisational resources, constraints and processes. This allows us to uncover inefficiencies and find new routes for success that are holistically designed to fit into your existing platforms and infrastructure.
Service Design and Delivery is all about the end-user. What are they trying to achieve? What are their blockers? How can we help them achieve their goals and provide better, easier to understand experiences for them?
To deliver great services we need to connect user needs with outcomes and align processes, platforms and assets to enable them to achieve their goals.
Our strategic approach to Service Design allows us to develop an extensive overview of your organisation, including its challenges and opportunities. This is combined with user-centred research into the experiences and expectations of your users - whether they are customers, clients or employees. Led by these insights, we develop a clear strategic plan for improving your organisation's services that details the change roadmap, feedback loops and clear timeline for delivery.
End-To-End, Across Every Touchpoint
Using a range of established tools and interactive methods, we focus on bringing together business analysis, user research and human-centered design to identify areas of opportunity and deliver comprehensive digital solutions across your organisation.
Customer Journey Maps
We use qualitative and quantitative customer data to create customer journey maps which plot user experiences and journeys across your organisation. This allows us to identify and solve friction points, ensuring customer touchpoints are optimised.
Digital Product Design
Alongside mapping and understanding entire organisational ecosystems, we deliver cutting-edge digital products across web and mobile that are designed to improve specific areas of customer experience or organisational effectiveness.
Our Delivery Process
Before committing to building or redesigning a service, we need to understand the problem that needs to be solved. To do this, we conduct in-depth research with your users and internal stakeholders to understand their needs and problems in-depth. We also look at wider constraints and opportunities, including legislation, policy and market conditions.
During this phase we look at potential solutions and use rapid prototyping techniques to assess their viability. We focus on testing our riskiest assumptions to ensure that our proposed solution is feasible, reliable and most importantly, joined up with user needs.
We work with your teams to ensure the technology solution is launched and embedded within your organisation, training is provided where it is needed and mechanisms are put in place to ensure we can monitor and quantify impact.
We provide reports on usage, improvements against KPI’s and ongoing user feedback, so you can be confident that the solution has had the impact that was intended. If anything looks wrong, we investigate how best to iterate and build a roadmap to get to where we need to be.
Their ability to adapt to whatever challenge we presented was impressive. As this project was on a tight deadline, with limited resources, we found their ability to come into an already part developed system, and work alongside our current developers, utterly amazing!
Developing Customer-Centric Ecosystems
Find out how we helped leading organisations improve experiences and outcomes for employees and customers.View all projects