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.

Please contact: info@spotless.co.uk

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.