How we'll strip your service down, refining touchpoints and their relation
Effectively planning and organising an offering, whether it's a service or a product, includes looking into the inputs and outputs of each stage of the process. What does the user or customer have to feed in to gain options for moving forward, and if any issues arise, how can they deal with them. This aspect of design looks deeply into the lives of the user, what their situation is, what tools they have, where the information that they give is sent to in order to be processed. All these meaningful considerations, and a whole host more, need to be considered for a service to legitimately cater for the target audience and affected parties.
By analysing and breaking down the current situation, we can visualise the process to gain a greater, more detailed understanding of the mandated process. From this point we talk to the frontline, gain insight to how they actually work with the process, and uncover the inadequacies and resource drains that may be hindering the service. The output from this kind of activity and engagement, creates the opportunity to develop measureable outcomes and validated requirements.
Whether affixing to a next-generation operating model, or leading the way with digitization, service design is a key factor for transformation in the digital age.
Elements to reform a greater service foundation
Mapping the potential scenarios where your service is used, establishes vital knowledge.
Each possible journey contains several potential outcomes. Directing and catering for these is key.
Creating viable concepts for execution is one thing, to test their viability you need prototypes.
A business follows a model, something that states its value. Is there a shared interpretation and is it structured?
How your service is consumed and experienced says everything about it.