Service Design
Investing in service design is to redefine what your customers can expect tomorrow.
Let's work together to create memorable interactions that drive success for your organisation.
Common problems we unravel
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“We want to automate our business & clinical service but we’re not sure how we might get started and whether .”
“We are a digital health tech start-up and we think we have an industry-disrupting product but we are not sure about the full journey of our customer. We need help understanding the significant touch-points so we can enter into the market with the ability to meet our customers’ needs.”
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“Our health organisation is expanding to multiple sites and I need help with designing our business and clinical practice to scale. We need to be able to implement this in our electronic health record / e-prescribing / digital platform.”
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“Our health organisation delivers multidisciplinary service to our patients and our service design hasn’t been updated for many years. We don’t know which part of the patient journey is a bottleneck. We want to enable efficient business and clinical practice.”
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“We are developing a medical device and have a set of assumptions around what our UX and value proposition might be but we don’t have the capability nor capacity to test our assumptions.”
What is Service Design?
Service design is a multidisciplinary approach focused on creating and improving services to enhance user experiences and operational efficiency. It involves understanding user needs, mapping service journeys, and identifying key touch points where interactions occur. By incorporating insights from various fields such as psychology, design thinking, and business strategy, service design aims to align user experiences with organisational goals.
When do I need this service?
Service design becomes essential when organisations seek to refine their offerings, streamline processes, and enhance user satisfaction. Whether launching a new service, revamping an existing one, or addressing customer pain points, service design provides a structured approach to identify needs and align services accordingly. This method ensures that every touchpoint—be it digital or physical—meets customer expectations, ultimately fostering loyalty and driving growth. When organisations aim to innovate or improve efficiency, service design is a crucial ingredient for success.
What are the benefits?
Service design emphasises user-centric, efficient, and navigable services by prioritising user needs, leading to efficiency, higher retention and satisfaction. It promotes cross-departmental collaboration, breaking down silos and aligning goals, resulting in innovative solutions and better resource efficiency. User research and testing provide insights for informed decision-making, reducing risks in service launches and updates. In a changing market, service design enables organisations to adapt, focusing on user experience and continuous improvement for sustained competitive advantage.
Outputs you can expect
User Experience Research
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Service Analysis
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Change Management
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How we unravel
Organisation & People
We like to start by learning more about your organisation and people within it, including culture and how the map of influences lies within the ecosystem.
Information & Technology
In a successful service design, we want to ensure that we are considering how your line of communication looks like as well the abutting technological platforms that enable your organisation.
Processes
This dimension focuses on the steps taken to create and deliver products and services. A process involves interrelated activities transforming inputs into outputs, defining the action sequence and dependencies. Well-defined processes enhance productivity.
Partners
Every organisation depends on other services. This aspect includes the relationships between organisations that are involved in creating, delivering, and supporting services.
