We align customer needs, business goals and organisational operations so that every touchpoint delivers the same experience.
Service design looks at how a service works as a whole, from customer touchpoints to behind-the-scenes processes. Its goal is to align people, processes, and digital interfaces to make the service more consistent, easier to understand, and more sustainable to operate.
If these questions have come up in your organisation, it is probably time to rethink not just a screen, but how the whole service operates.
From discovery to rollout, we support the organisation throughout the process of rethinking its service.
We uncover the current state of the customer experience, the back-office processes and the organisational stakeholders involved.
We help different teams, processes and channels support the same customer experience.
We shape the future operating model through workshops and collaborative design sessions.
We do not just gather ideas; together, we define where it makes sense to start.
We break recommendations down into practical steps, taking business goals and organisational capabilities into account.
We help ensure the new operating model does not remain just a plan, but becomes part of everyday practice.
We follow a structured, collaborative journey with your organisation, from understanding current operations to creating a delivery roadmap.
We map how the service works today: its processes, channels and the teams involved.
We identify where the customer experience breaks down and what is causing it behind the scenes.
Together with your organisation, we shape the future operating model in workshops.
We prioritise ideas by business impact and effort, so you know where to begin.
We turn prioritised improvements into a concrete, phased delivery plan.
By the end of the project, we will have a shared understanding of current operations, a design for the future service and a clear route to delivery.
We inform development decisions by revealing how the service currently works from the perspective of customers and the organisation.
We design an operating model that improves the customer experience while supporting the organisation’s goals.
We break the shared future vision down into concrete development steps, making change deliverable and easier to prioritise.
When planning Bookline’s digital transformation, we worked not only on creating new interfaces but also on developing a long-term experience strategy. Over the 18-month project, we used research to shape a digital vision that supported both the brand’s repositioning and future product development.
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For over 10 years, we have supported Magyar Telekom’s digital product development through UX research and a service design approach. Over this time, we have contributed to more than 150 research studies, and user validation has become a natural part of digital development. (user experience)
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We examined the end-to-end guest experience at Rudas Thermal Baths using research and service design methods. The aim was to create an operating model that improves the guest experience, supports employees and preserves the baths’ historic character.
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For Chefparade, we identified what was preventing guests from returning and developed a new customer experience and communications strategy based on the research findings.
ViewNo two service development projects are alike. How we work together is shaped by the organisation’s operations, development goals and the teams involved. These are the questions that most often arise before we begin working together.
