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.
Our strategic approach to service design allows us to develop an extensive overview of your organisation, including it’s challenges and opportunities. This is combined with user-centred research into the experiences and expectations of your customers and employees. From this insight we develop a clear strategic plan for improving your business alongside detailing the tactical activities and defining a clear timeline for delivery.
Innovative Service Design
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 Service Design Process
In the Discovery phase, we begin to identify the problem, opportunity or need to be addressed as well as define some of the boundaries of the solution space. This allows us to turn business objectives, user profiles, and commercial models into functional specifications and prototypes that cover entire ecosystems.
Our define phase takes the learnings from Discovery to develop a clear creative brief that frames the fundamental service design challenge to the organisation. This is also where we define project deliverables, timescales and project management processes.
The develop phase is where solutions are created, prototyped, tested and iterated. This process of trial and error helps our designers and developers improve and refine ideas based on real user feedback.
In the delivery phase, the product or service is taken through final testing, finalised and then launched to end-users. Solid mechanisms are put in place to capture user feedback which informs the roadmap for further iteration.
Developing Customer-Centric Ecosystems
Find out how we helped leading organisations improve experiences and outcomes for employees and customers.View all projects