Service Design
From process transformation to the creation of new experiences, we help you understand, redesign, and orchestrate services that connect digital and physical.
There is a world outside the screens. Innovation and digital transformation also means looking at services, processes and experiences that take place in the physical world and at the intersection of the physical and digital.
From retail to fintech, from e-health to mobility, and through employee experience: industries change, but the approach remains the same.
With skills ranging from business to design and technology, we help you design the services of tomorrow, and all the supporting touchpoints to deliver valuable experiences to customers, employees and stakeholders.
How we work
Service mapping
We map and analyse all customer contact points, spanning digital and physical to create services in line with the hybrid world we live in. We help you visualise the service, the contact points and the action plan to improve it.
Service Vision
We guide you in designing tomorrow's services or digitising existing physical services, building a vision, structuring the service and its underlying processes, and assessing its feasibility with stakeholders and suppliers.
Research and testing with users
With observation and field research, remote interviews and tests with people, we support project decisions, both in understanding needs and scenarios and in evaluating the effectiveness and quality of the experience.
Phygital integration
We design services that flow effectively and smoothly between digital and physical touchpoints, field-testing them and taking care of every aspect, and thoroughly investigating enabling technologies and underlying operational processes.
Touchpoint design
Once the service is defined, we support you in the operational phase of all digital touchpoints, coordinating technology suppliers and involving internal areas of the company so that there is full integration with the service.
Activities
Service design and phygital
- Service mapping of current and future status
- Analysis and design of individual touchpoints
- Digital-physical integration
- Exploration of enabling technologies
Research and testing with users
- Research and interviews with users, staff and stakeholders, in the field or remotely
- Service safari and mapping of physical spaces
- Usability testing with users
- Data analysis and benchmarking
- Expert review of existing touchpoints
We have done it for...
Shopping with your smartphone
Guiding the travel experience while improving the purchase funnels
Do you want to turn your services into consistent and memorable experiences?