Service Design & Customer Experience.
Working with great companies across a wide range of industry sectors to create innovative, inspiring customer experiences.
Service design.
Delivering value to people through innovating or improving systems, communication and material components of a service across every touchpoint.
- Methods
- ‘A day in the life’ research
- Expectation mapping
- Design workshops
- Service role play
- Outputs
- Service blueprints
- Service prototypes
- Storyboards
- Design scenarios
Business innovation.
Designing more effective processes to increase your competitive advantage and likelihood of success.
- Methods
- Heuristic analysis
- The 5‐whys
- Shadowing
- Stakeholder interviews
- Outputs
- Business canvas model
- Stakeholder maps
- Value proposition
- Customer lifecycle maps
Design research.
Observing and understanding people and how they interact with products and services provides a solid foundation for any project.
- Methods
- Ethnographic research
- Contextual enquiry
- Service safari
- Trend analysis
- Outputs
- Personas
- Competitor review
- Customer journey maps
- Service process flow
Experience strategy.
Defining a customer experience vision and aligning activities and success criteria to create better experiences, resulting in happy customers, and healthy businesses.
- Methods
- Stakeholder workshops
- Co‐Creation workshops
- Value proposition
- Think‐aloud testing
- Outputs
- Experience roadmap
- Touchpoint maps
- Importance/difficulty matrix
- Measurement criteria
Industries and Sectors.
Got a project in mind?
Ben is on hand to answer your questions.
