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
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 is on hand to answer your questions.