Service Design
We bridge the gap between strategy, design, technology and upskill capabilities in your organisation to deliver commercially viable services and empower change for your business.
Service Design is an interdisciplinary approach to understand how organisations’ services work in practice and designing them to bring value to those who use them. Whether it’s to reimagine existing services or create new ones.
Our Service Design consultants combine expertise in human-centred design, business analysis and digital transformation to uncover operational, technology and human pain points. Using the insights to design and deliver cost-effective, engaging solutions that align with organisational goals. We help you build internal capabilities on your journey to digital and design maturity and change your services and organisation for the better, not just produce reams of strategy.
Service Design considers an organisation’s end-to-end service ecosystem from multiple perspectives. It maps all physical and digital service interactions customers have, from employees they speak to, websites they use or in-person environments (‘front stage’).
It also analyses everything that goes on behind the scenes (‘back stage’) – from systems and processes to employee training -and supplier contracts that must work efficiently together to deliver the promised service experience in a commercially viable way,
As a leading Service Design agency, we help deliver change across all these fronts.
Service Design’s holistic, human-centred approach changes culture, systems, technology and processes, helping set up organisations, its customers and employees for mutual success. It means an experienced service design partner can tackle complex, interconnected business challenges:
To empower change for your people and organisation our Service Design consultants will:
Whether you need help executing this with pre-existing service design strategy produced in-house or by another consultancy, or require an end-to-end project plan, we're ready to collaborate as your service design agency.
While all Service Design consultancies aim towards organisational transformation, in practice projects can get mired in Discovery and Strategy rather than deliver necessary change.
Instead, our flexible E.V.I.D.E.N.C.E framework provides a pragmatic, bespoke methodology tailored to the culture, needs and budget of every project to prioritise execution and maximise organisational impact and ROI.
We start by deeply understanding your organisation through collaborative, interdisciplinary research methods like surveys, service safaris, stakeholder interviews and workshops, technology audits and business analysis; assessing your design and digital maturity. We map the interactions between customers, employees, systems and data to understand how your service(s) flows end-to-end. This results in an “as-is” service blueprint - a detailed visualisation of all the elements in play. Through this research, we also begin to ideate potential improvements, from small tweaks to full redesigns.
We rapidly prototype and iterate on the most promising service design opportunities uncovered during research. This could involve customer and employee journey maps or interactive prototypes to bring ideas to life. We also prioritise designing for ‘edge cases’ or extreme user scenarios and then validate with mainstream ensuring the solution is robust and inclusive. By continuously collaborating and sharing progress with diverse stakeholders, we align on your future “to-be” service blueprint and desired customer experience.
Finally, we become your implementation partner to build, launch and iterate on the new service and enhance digital maturity through building new organisational capabilities; our technology experts can deliver new digital products, platform engineering, and ongoing optimisation. We’re also partners in organisational change, working closely with you to measure, monitor and refine the service after launch, ensuring the approach is embedded in your organisation’s culture and operations for future success through ongoing training and support.
Whatever the project or particular challenge you have in mind, we’re here with the right people, process and technology to help deliver the transformation you need.