Mapping journeys
Mapping ‘as is’ or ‘to be’ journeys. Identifying the physical and emotional journeys across the service touch-points, the actions they take and the processes that support these.
Exploring touch-point design concepts
Years of experience defining the design principles that will make the digital channel work the most efficiently, through co-creation workshops and paper-prototyping exercises to developing low and hi fidelity wireframes. Creating use cases, JTBD, information architecture and testing.
Paper prototyping
Rapid prototyping
Concept map / template flow
Wireframes
Finding out what works
Managing the testing process from start to finish. From writing the recruitment spec, testing scripts, conducting testing whether lab based or virtual, to synthesising and conducting prioritisation workshops.
Mapping the service process
Service Blueprint
Creating a blueprint of how the service and related experience will be delivered, end to end, front to back and across channels. The actions customers will take and the people and processes that will support them.