Service Design

The digital revolution is driving consumers to demand more quality and choice across multiple channels, while possibilities for creating, delivering and consuming services have multiplied. The result for consumer and business-facing companies is complexity and uncertainty.

Service Design is an approach to solving these challenges. By taking a joined up view of the touch points over a customer’s lifecycle, Service Design defines the customer experience and the behind-the-scenes activities that enable these experiences to be delivered.

Our approach

For us, Service Design isn’t about mental models or process charts. It’s about working with the end users and delivering well thought through services.

Our approach to Service Design is systematic and iterative. We take an integrated, interdisciplinary approach which brings together your internal teams to focus on service delivery over the customer lifecycle.

We look at the full range of front-of-house to back office processes, structuring communications and interactions across an end-to-end, multichannel customer journey that encompasses many parts of the organisation.

Our focus is on design through the layers of the organisation according to the needs of customers and the competences and capabilities of the company, so that the service is human-centred, competitive and relevant to the people consuming it, while being sustainable for your business.