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.
What does a service design agency do?
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 drives transformation beyond digital
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.
Does your business need a service design agency?
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:
- Your customer journeys are disjointed, customer experience not up to par or delivering on brand promises
- Inefficient legacy digital ecosystems and back-office processes can’t support desired customer and employee experiences
- Your teams are working in silos, not geared for rapid innovation, and you lack the right skillsets, capabilities and culture in-house to change things
- Data silos prevent a single customer view, data-informed decision-making or AI adoption
- You're trying to change: company restructuring, targeting market expansion or adapting to external factors like cybersecurity, regulation or climate change
How our Service Design consultants help
To empower change for your people and organisation our Service Design consultants will:
- Map seamless cross-channel customer and user journeys that consider inclusivity from the outset
- Craft exceptional digital experiences that embed edge case scenarios to maximise usability
- Embed collaborative working and bridge silos to unite teams around customer and user needs
- Identify and redesign operational pain points from systems to suppliers
Supporting in mapping digital ecosystems and technology execution tailored to your business goals - Connect digital transformation to real business impact and value
Ensure that the totality of the service design is commercial feasible and viable
Whether you need help executing pre-existing service design strategy produced in-house or by another consultancy or require an end-to-end plan, we're ready to collaborate as your service design agency.
Talk to our Service Design experts today
Our service design team are experienced across a range of sectors and clients. Talk to us about your goals and challenges and find out about our human-centred blueprint for service success.
Discover our work
How our service design process works
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.
Exploration & Vision
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.
Ideation & Design
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.
Evolution & Navigation
With the vision defined, we plan for execution by analysing gaps in experiences, workflows, data and technology. We build a roadmap of quick wins and larger initiatives, and support change management across teams and culture. This may involve workshops, employee training and digital and design skills academies and providing governance guidance and customer journey frameworks and toolkits.
Co-iteration & Embedding
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.
Who we've helped
We’ve empowered transformation for hundreds of clients across all sectors. Discover their stories.
