Service design

We take a step back to holistically understand all factors that enable the delivery, maintenance and evolution of a service. This includes your business' internal infrastructure, people, processes and the integration of all the customer touch-points.

This means that we can solve challenges with the knowledge and understanding of how a product or service fits into your business’ ecosystem.

Practically speaking, we often find value in deep dive service audits of the business and its function. Often, as a jumping off point, we get stakeholders together from different parts of an organisation to understand a service journey. Then we identifying bottlenecks across the entire service lifecycle. From this point, we recommend strategies, processes and service concepts (both short-term and long-term) to increase revenue, improve productivity and enhance customer delight.

We define service blueprints that lay out the user interactions at each stage of the lifecycle, which maps out the different front-stage and back-stage activities that come together to deliver an experience. Once gaps across the service journey are identified, we brainstorm ways to optimise and innovate.

We work to establish engines across multiple touchpoints in the service lifecycle. We brainstorm with stakeholders who think speculatively to conceptualise how service concepts might affect systems and people in the future.

Our service design offering

• Define problem and value statements through holistic consensus - what problems are you trying to solve, how do you do it better than anyone else, and what are the key metrics that define your success?

• Identify gaps and bottle-necks in existing services by conducting a complete analysis of the tools, processes, back-end systems, and customer interactions at every step of the service journey

• Run co-creation workshops with internal and external stakeholders that build consensus, allowing you to arrive at a shared vision of how to execute against the service offering

• Create new service blueprints, processes and ecosystem maps that show the interactions between the different elements of a service, and its impact on the customer experience at every stage

• Create new service models through prototyping, body-storming, service safaris, role-playing and extensive research findings

• Use analytical reports and real-time data to iteratively tweak service models, with the aim of driving productivity, revenue growth and customer satisfaction