We put people at the heart of the process to understand how services are experienced, and marry their desires with your organisation's challenges and aspirations to create a service strategy that will be great news for both.
Every business is a service. Every service must be designed. We understand your challenges and the experiences you want to provide for your customers, and the technology that will achieve it.
We use a range of methods to understand how your service is experienced, from the staff who provide it to the cutomers who receive it. Seeing things from their perspective, we gain powerful insights and compelling research.
We include your staff and users in a collaborative, ‘co-creative’ design process, making ideas innovative and change painless. We give you the tools and techniques so you can measure, evolve and sustain the service in the future.
We develop compelling and engaging service propositions, from fixing the basics to a whole new promise to your customers, that will increase retention and satisfaction.
We also develop a service vision and blueprint to show how every element, or ‘touchpoint’ will work in harmony with the rest of the system. We make things real and tangible early on, to increase buy-in and reduce risk. We develop service strategies that are pro-active, efficient and effective in good times as well as reassuring and robust when things don’t go smoothly.
We have the expertise to design and specify the service experience across every channel and touchpoint that your users will experience - from spaces and staff roles to branding and online.
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