service-design
Today, every business is a service, and that service needs to be designed.
service-design
Today, every business is a service, and that service needs to be designed.
Looking at a service in its totality.
The people using it. The technology supporting it. The business delivering it.
Understanding the business processes.
From it’s services and operations, to products and marketing. Gathering business requirements, project objectives and setting the KPIs and metrics. Interviewing stakeholders and mapping the current business model.
Understanding how customers interact with the service.
Experiencing the service as a customer. Shadowing those using and delivering the service. Mapping the current user journey and defining the future user experience opportunities.
Understanding the service delivery teams.
Who manages the service and who delivers the service.
Understanding when people use the service.
How much time they have, their goals and motivations, location and environment, state of mind and behaviours. Defining use cases and key journeys.
Identifying their needs.
The channels, touch-points and journeys they will take to meet those needs. Creating experience journey maps, concept modelling, prototyping and testing.
Defining their journeys.
The moments of truth delivered across all touch-points to make the service coherent.
Developing a system.
That can responsively deliver appropriate content through any channel that meet the users objectives. Architect and test. Design and test. Launch, learn and iterate.
Supporting a channel shift to digital.
To automate services and move businesses from being in-active to being pro-active.