We analyse, innovate and create services and interactions that lead to memorable experiences. Great customer experiences effectively translate to effective businesses for our clients.
We begin by understanding the present scenario, a service audit. We analyse the service in the context of the environment it operates in, the users, the different stakeholders and the service provider. This is often supported with research, where we work with other internal teams, to identify insights and opportunities.
Solutions are created based on the specific service opportunity or problem identified. Solutions may involve design of scenarios, experiences, interactions and touch points.
The process includes:
- Service audit
- User research
- Stakeholder interviews
- Photo and video documentation
- Service analysis and insights
- Experience mapping
- Transaction analysis
- Processes study
- Brainstorming, ideation and concept generation
- Design development and detailing
- Service prototyping
- Pilot roll-out and analysis
- Implementation guidelines