Service Design

We help organizations optimize customer journeys, streamline operations, and enhance employee experiences through data-driven service design.

Why Service Design Matters

Outdated or poorly designed services and experiences can lead to customer frustration, operational inefficiencies, and lost revenue. Proactive service design ensures smooth processes, reduces friction points, and optimizes both customer and employee experiences.

Optimized Customer Journeys

We meticulously map and analyze customer journeys to identify pain points and areas for improvement.

Streamlined Operations

By optimizing workflows and eliminating redundancies, we help you achieve operational excellence.

Enhanced Employee Experience

By designing services that are easy to understand and use, we empower your employees to deliver exceptional service.

Data-Driven Decisions

We leverage insights from user personas, contextual inquiries, and stakeholder interviews to inform our design decisions.

Innovation and Differentiation

By creating unique and valuable service experiences, stand out from the competition and gain a competitive edge.

Our Service Design Expertise

1. Customer Journey Mapping

Visualizing customer interactions to identify pain points, inefficiencies, and areas for improvement.

2. Service Blueprints

Mapping out all service processes, touchpoints, and supporting systems to optimize service delivery.

3. User Personas

Creating representative profiles of your target audience to understand their needs, behaviors, and motivations.

4. Stakeholder Mapping

Identifying key stakeholders to ensure alignment and collaboration throughout the design process.

5. Tools & Systems Mapping

Evaluating existing tools and systems to identify dependencies, inefficiencies, and opportunities for optimization.

6. Workflow Analysis

Analyzing and optimizing workflows to improve efficiency, reduce errors, and enhance productivity.

Our Service Design Process

From conducting end-to-end business process mapping to evaluating your current tools for optimization, we design user-friendly services through data-driven research and in-depth business analysis. Our Service Design Process aims to understand your business models, workflows, and customer relationships to develop fully-optimized and sustainable digital services that meet the needs of your targeted users.

Design Discovery and Research

Our team hosts on-site sessions with your team to gain better understanding into your workflows, pain points, and customer behaviors.

Stakeholder Mapping

From our initial research, we develop stakeholder maps and user personas to identify key stakeholders, user behaviors, and needs.

Systems and Tools Mapping

To lay out inefficiencies, and unlock optimization opportunities, we analyze your current tools and systems for improvement.

Journey Mapping

In this next step, we create journey maps to observe how users would perceive the service, and adopt new strategies to increase engagement.

Target-State Definition

Before the final delivery, we define actionable service blueprints to user journeys, and a well-defined target state to help with future recommendations.

02 Data Usage

User persona
Data sharing model
Data governance description
Define use cases
Data Storage Projection
Data management

03 Tech Options

Native / Best-in-breed Option
Technology mapping
Cost projection and risk
Technology stack Compliance acceptance
Technology stack roadmap

04 Solution Design

Selected use case
Requirement design
Framework design
Solution acceptance

Build Solution

Provide timeline (MVP, Soft Launch, Go-Live)
Full data team ready
Build the data pipedrive, ETL processes, BI
Data / Metrics Validation
Support managed services

Our Design Team

With over a decade of experience in Product Design and Development, our team of international design experts work with clients in multi-disciplinary industries from Oil & Gas to Finance and eCommerce. We lead sustainable business growth through data-driven service designs and strategic approach that prioritizes customer excellence.

Comprising 75% senior-level specialists in areas of data & analytics, AI, and cloud solution, our dedicated team is here to help you mitigate the rapidly-changing digital landscape.

Delivering Excellence for Clients Worldwide

Our design team works with clients around the world to achieve the best value on digital transformation projects. Read our Case Studies to learn more about our latest Service Design projects.