Service Design

Poor customer experience often reflects internal friction. Service design helps you find and fix it.

Service design looks behind the scenes to understand what’s enabling—or undermining—your customer experience. We take a deep dive into your people, processes, systems and tools to uncover inefficiencies, align operations and drive meaningful change.

We bridge the gap between intention and execution—creating the conditions for seamless service delivery and long-term value.

Service details

What we deliver

  • A full visual map of internal processes, technology and roles

  • Insight into staff behaviours and operational pain points

  • Opportunities for optimisation and investment

  • A strategic roadmap aligned to measurable goals

You get the clarity, alignment and confidence to move forward—internally and externally.

Why it matters

Customer experience is only as strong as the operations behind it. Service design ensures the people and systems delivering your services are supported, aligned and set up to succeed.

The result: smoother operations, more satisfied teams, and services that truly meet user needs.

How we help

We help you:

  • Create seamless, consistent customer experiences

  • Align siloed teams and business functions

  • Optimise internal tools, workflows and processes

  • Increase customer and staff satisfaction

  • Deliver more efficiently and effectively

Testimonial

"When we first discussed doing this project, I never imagined something as detailed and insightful as this."

— Hans-Peter, Head of Aftersales and Support, TAG Heuer

What to expect

  • Deep listening to understand individual motivations, goals and operational context.

  • Qualitative and quantitative research into user and staff behaviours, needs and pain points.

  • Collaborative sessions to align on objectives, challenges and what success looks like.

  • A comprehensive visual of people, processes, tools and tech—revealing gaps, dependencies and opportunities.

  • A clear synthesis of findings, providing direction for operational and development teams.

  • Gather early feedback on propositions before investing in development.

What next?

Free assessment - 1 hour

Complete our free CX maturity assessment (10 minutes) and a 1 hour consultation to determine where you are and what you need to focus on.

User Research - 1-2 weeks

Share your customer data and insights, then let us get into the weeds of what your customer experience is really like. Get a high level report with actionable insights.

Experience Mapping - 2-4 weeks

We’ll map your current customer experience and run a co-creation workshop to explore key challenges and opportunities. From there, we’ll define a future state and strategic roadmap to test and learn from.