Service design & journey mapping

Often confused with CX, service design is more concerned with how a business organises its people, infrastructure, communication and physical components to improve service quality. Unlike UX, the focus is wider than a product or service.

Service design explores people’s experience with your organisation over time. A service design agency can help with making the shift from product-focussed to people-focussed strategy. Research activities often result in recommendations on how to evolve systems, processes or policies, or, artefacts like a future-state blueprint. Our objective is to demonstrate where operational changes need to occur to better meet business needs. The outcomes are often invisible to the customer but have a significant impact on their experience.