We help you build a service that starts with the customer but is balanced against the viability and feasibility of the business. Creating great experiences will lead to increased loyalty, repeat business and referrals.
We map your customer journey to identify all interactions and the 'moments that matter'. We then expand it into a detailed visual blueprint of your business including all the processes, systems, interfaces and physical artefacts required at each moment.
Review changing customer needs & behaviours
We look at current trends, identify changing behaviours and look to better understand who your customers are at a deeper level. We look to identify their needs, wants, motivations, pain and behaviours so you can adjust your service to suit.
We run your service through a 35 point checklist that will push you to see your service from multiple angles and consider some more abstract but still critical aspects of the customer experience.
Identify new opportunities
Once we understand your customers at a deeper level and have considered trends and changing behaviours, we're able to maximise the use of your service blueprint to look for opportunities and ideally create some 'magic moments' for your customers.
What is Service Design?
A nice description of Service Design by Bridgable.