We assess your internal infrastructure, people, processes, and client touch-point integrations to get a comprehensive understanding and to optimize the delivery, maintenance, and evolution of a service. This enables us to resolve challenges with a deep understanding of how a service or product aligns with your business environment.
We begin by conducting a comprehensive review and audit of your business and its functions. Bringing together stakeholders from across the organization, we map out the service journey and identify bottlenecks throughout the lifecycle. From there, we propose strategies, processes, and service concepts, both immediate and long-term, to boost revenue, enhance productivity, and ensure customer delight.
We build service blueprints that capture user interactions across the lifecycle, mapping both front-stage and back-stage activities that shape the overall experience. Identifying gaps early on enables us to explore opportunities for optimization and innovation.
Collaborating with all stakeholders, we design service engines across multiple touchpoints, conceptualizing how new service ideas could impact systems and people in the future.
Our service design offerings include
- Defining problem and value statements through collaborative alignment
- Identifying gaps and bottle-necks by analyzing tools, processes, back-end systems, and customer interactions
- Leading co-creation workshops to build consensus and reaching a shared execution vision
- Designing service blueprints, process flows, and ecosystem maps to visualize interactions and their impact on customer experience
- Developing new service models by prototyping, role-playing, service safaris, and research
- Iteratively refining service models using data and insights to drive efficiency, growth, and client satisfaction