We’re a specialist group of designers, researchers and strategists. We design services and customer experiences and support their implementation. We work across sectors and around the world to improve and innovate services by:
We use design practices to innovate and improve business performance. Our Service Design process adapts to meet a variety of business challenges but is always underpinned by the same core values:
Services can be complex. What customers experience and come to value is the result of many elements working elegantly together.
To customers, a valuable service is a clear set of benefits, a great experience and a worthwhile relationship. For the business, the service delivers its commercial objectives and packages its business model into a distinct set of offers that helps them stand out against the competition. We design services with this balance in mind, making sure all components of the service work together effectively for the equal benefit of the provider and customer.
The framework below can be used to map out the different components of a service and structure a conversation about how a service could be refined, developed or improved. Download it and give it a go.
The role and value a service provides in a customer’s life
The clear aims that direct design and decision-making across an organisation
The big idea that really makes a difference and compels customers to buy into a service
How a service operates to fulfil its role in customers lives, creating value as well as profit
The operational elements needed to deliver the service and the desired customer experiences
The way a service is enacted to deliver the desired experience in ways that can be managed, improved and maintained
The beliefs and behaviour of those delivering and using the service
The discrete parts of a service that people interact with and buy
How the service comes together to create a desirable set of experiences and interactions to create value for customers and the service provider