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The Core Service Design Process

1

Discovery

Through conversations and workshops with various stakeholders, we are taking a look at the state of the existing or projected service, defining the main objective and identifying areas to address.

2

Collection

With tools like customer safaris, we collect data and information surrounding the whole customer experience chain. We make sure all involved stakeholders, such as customers and staff, are represented.

3

Mapping

We are laying out the customer journey on a map, usually a timeline with the fulfilment- and pain spots alongside a task. A motivation matrix and stakeholder maps help us to connect everything.

4

Analysis

All collected data is clustered in groups and reviewed from different angles, comparing and connecting them with the needs and interests of stakeholder groups.

5

Vision

We develop a set of values, a philosophy and goals, to provide guidelines for our direction and decision making.

6

Direction

The collection of customer information, maps, learnings, conclusions are all extracted in a specification document, the brief for the design process.

7

Design

Everything we learned and distilled in a specification guide flows into the design process, as a foundation for ideas, for development of new systems and improved experiences.