Service Design

We orchestrate your touch points and align your operations to build the best service you can provide.

Illustration with two people working on a whiteboard.

Building great services is hard work — but it’s rewarding.

Designing services is complex. Technology, people's activities and often complex ecosystems need to be well orchestrated to achieve a remarkable experience – consistent across all moments of interaction. The quality of a service impacts how people value the overall brand. It is a significant differentiator and drives customer loyalty. Our services design toolbox builds the perfect framework for the holistic transformation of your services and organization.

Group of people working together in a workshop.

Customer Insights

To explore the value and performance of a service, we need to contact end customers. We want to understand customers' needs along the journey: we want to empathize with them, talk through experienced obstacles, understand their motivations, individual drivers, and the possible context of use. We will make every interaction an enjoyable, relevant experience.

Man in a meetingroom.

Understanding your organization

We want to take a look inside your organization to understand what shapes your customers' experience: products, strategies, corporate culture and day-to-day business. This understanding enables us to jointly develop solutions - with minimal effort and great impact on their business performance.

Man with questioning look in front of flipchart.

Experience Mapping

Service Design-Methoden helfen bei der ganzheitlichen Betrachtung von Dienstleistungen – vor und hinter den Kulissen. Die Einflüsse auf das Service-Erlebnis entlang der Touchpoints werden analysiert und methodisch dokumentiert in Journeys, Experience Maps oder Service Blueprints. Blinde Flecken können so identifiziert und eine umfassende Sichtweise aller Stakeholder etabliert werden.

Woman in front of a service design roadmap.

Design your Vision

It is not easy to align on ideas when their details are imagined differently. A design vision helps to grasp the future of your product or service and makes it tangible. We devise an ideal version of the desired service that is built on your strategy. This creates a common perspective shared within your organization: A vision to navigate towards the future together.

Hand drawing of a restaurant.

We guide your service into the future to continously provide value.

We decide together where to start and how to proceed from there. We will define your roadmap and meaningful steps towards the vision whilst providing value for your business and involved stakeholders.

Insights Report
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