The Core Service Design Process
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.
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.
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.
All collected data is clustered in groups and reviewed from different angles, comparing and connecting them with the needs and interests of stakeholder groups.
We develop a set of values, a philosophy and goals, to provide guidelines for our direction and decision making.
The collection of customer information, maps, learnings, conclusions are all extracted in a specification document, the brief for the design process.
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.