SERVICES | BUSINESS & PRODUCT STRATEGY – Service Design

Service Design

Creating quality customer experiences & seamless service delivery

Service design is an Human-Centered Design approach that places equal value on customer experience and business processes, aiming to improve user satisfaction and loyalty while increasing operational efficiency and service quality.

Service delivery is impacted by the inner-workings of an organization – and at any size it can be a complex task to make sense of current state, much less find a viable way to reduce friction points.

Service Design helps us understand current state so that we can create a holistic and cohesive service experience that improves user satisfaction and loyalty while increasing operational efficiency and service quality.

Sample Objectives

Orchestrate the end-to-end experience of a service, from backstage to front of house.
Create efficient processes that reduce friction points
Optimize internal and external communication for effectiveness
Deliver a thoughtfully designed, seamless experience that creates value for stakeholders and users alike.

Types of Activities

Generative and evaluative mixed-method stakeholder, user, and product research
Mapping and visualizing processes, current state, and/or ideal state end-to-end service journeys
Creating detailed service blueprints of specific touchpoints and interactions
Planning & facilitating workshops with stakeholders and/or users to identify gaps, pain points and opportunities for improvement, inspire ideation, and facilitate alignment on path forward
Prototyping and validating potential solutions, piloting implementation, and creating an action plan of tangible next steps

Examples of Deliverables

Service journey maps
Service blueprints
Research reports
Playbook for implementing repeatable processes, methods, and resources
Process Governance plans

FEATURED PROJECT:

360º Teams

A Familiar, Human-Centered Approach

Discover. Define. Design. Three key phases to set expectations and help stakeholders understand the process and timeline.
A Framework for Radical Collaboration

A tiered collaboration model to "radiate" information from the day-to-day tactical level up to executive leadership.
Validated Repeatable Methods & Rituals

Validating and implementing team norms that reduce friction, boost transparency, facilitate communication, and ensure consistency.