Service Design & Customer Experience.

Working with great companies across a wide range of industry sectors to create innovative, inspiring customer experiences.

Our lab facilites are currently closed but we can continue to support you through remote ways of working, including user research. Please contact us if you have questions or require free advice on this way of working.

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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
Services - Service Design

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
Business Innovation

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
Design research

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
Experience Strategy

Got a project in mind?

Ben, our Director, is on hand to answer your questions.