Service Design
We use both quantitative and qualitative techniques to gain a deep understanding of your different customer segments. Insights are translated into data visualisations, personas and customer journeys, and then we provide strategic recommendations on the highest-value problems to target.
Seamless customer journeys for optimal CX
Our service design consulting blends customer experience consulting (CX consulting) with innovative service design principles. We employ a research-led approach to design seamless customer journeys, addressing both front-end (customer-facing) and back-end (internal) processes to ensure a holistic optimisation of your customer experience.
What we do
Ideation and prioritisation
Generate and rank ideas to identify the most impactful service improvements. Our structured approach ensures that the best ideas are brought to life efficiently.
Service blueprints
Develop detailed blueprints to map out and optimise your service processes, both front-stage and back-stage. This ensures consistency and efficiency across all touchpoints.
Storyboarding
Visualise customer interactions to design engaging and effective service experiences. This technique helps predict customer responses and refine service delivery.
Service storming
Collaboratively brainstorm and prototype service solutions to address customer pain points. This method fosters innovative and practical service enhancements.
Service pilots
Test and refine new service concepts in real-world settings before full-scale implementation. This helps mitigate risks and ensures the viability of new initiatives.
Service evolution roadmaps
Create strategic plans for the continuous improvement and evolution of your services. These roadmaps provide a clear path for sustainable growth and innovation.
Transforming insights into superior customer experiences
Service design consulting is a crucial element in enhancing customer experience (CX). By focusing on both customer-facing and internal processes, our CX consulting services provide a comprehensive approach to improving your customer journey. Our research-led consulting methods ensure that every touchpoint is optimised, from ideation and prioritisation to service pilots and roadmaps.
Front-stage processes, such as customer interactions and service delivery, are meticulously designed through storyboarding and service storming. Additionally, back-stage processes, which involve internal operations and support systems, are fine-tuned using detailed service blueprints. This integrated approach not only enhances customer satisfaction but also streamlines internal workflows, leading to better business outcomes.