Service design helps create and foster long lasting engagement
Service design can help create and improve services for everyone who comes into contact with them: employees, customers and citizens.
We work with organisations and their users to design and map best-in-class services that ensure consistently engaging and accessible experiences.
How services feel, react and evolve to ongoing human interactions plays a pivotal role in building fairer communities and organisations. The way your services respond to human interactions are key to building a successful relationships over the long term.
Our service design principles
Customer, employee and community-led design
The design of good services must begin with and evolve through the understanding and ongoing collaboration with the people and groups involved, employees, customers, citizens and community.
Understanding the behaviours and and pain points of each cohort is critical to developing a clear picture of what must be improved and what must be left alone.
360º Experience, front and back
Service design should considers all aspects of the experience that make the service possible, defining and designing internal processes as well as interactions and user touch-points.
This unified approach helps users receive a seamless service from beginning to end and supports teams move away from working in silos to developing a shared understanding and an aligned commitment.
Built for reduced environmental impact
We integrate environmental criteria across the early phases of our process to orient our service development towards sustainable solutions.
Through the early identification of environmental barriers, we design with resource efficiency, low energy consumption and waste generation factors in mind and ensure service touchpoints require environmental awareness from the user.
Case Study / CGU Insurance
Service design to create competitive advantage through an educational product
Seeking to stand out from competitors in an already crowded market, reestablish themselves as the preferred provider to brokers and meet a gap in the insurance education market, CGU needed to revitalise its popular broker education initiative — Strive — for a new generation of brokers
View case study
Adopting a service design mindset
When implemented correctly, service design can help develop and embed customer-centric mindsets across your organisation. The adoption of these mindsets have a multiplying effect, that will reach further than any singular initiative.
Through service design, you will be able to optimise your service delivery processes, making them more efficient and effective. By mapping out service journeys and identifying opportunities for streamlining, automating, or eliminating steps, you can reduce costs, minimise errors, and enhance service productivity.
Service design incorporates research, data analysis, and user insights to inform your decision making. By collecting and analysing relevant data, it can help you can make informed decisions about your improvement pipeline, resource allocation, and the prioritisation of initiatives.
Above all, service design will help your team break from siloed approaches and embrace multi-channel thinking. Artefacts like Service blueprints, Journey Maps and measurable KPIs will assist in the developing the shared acknowledgement and understanding that all aspect of the service lifecycle should be considered equally.
How we deliver our projects
Practitioner-led engagements Central to how we work, our practitioner-led engagements guarantee specialised practice knowledge is at the centre of every project decision. It ensures a user-centric approach, seamless integration of vision and practicality, clear communication and, above all, a genuine pursuit of outcome excellence. One project at a time We operate with teams exclusively committed to a single project without dividing their time across multiple projects. This guarantees seamless collaboration and accountability and higher quality outcomes. Senior teams We believe that exceptional outcomes are born from small, senior teams comprising hands-on, multidisciplinary experts. Our design practitioners possess extensive experience in crafting nuanced outcomes that consider best-practice, human-centricity and commercial viability.
Let's talk about how our team can help you.
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