To design consistently good customer experiences, you must understand and design the staff experience of delivering services.
We begin by obtaining a rich understanding of current behaviours, motivations, processes, systems and needs. We go beyond just the surface-level customer experience and look to understand the internal processes and systems that underpin the external experience. This reveals a range of insights that help clarify and define the problem space, and help identify the opportunity spaces for which we will design.
Design research techniques provide rich customer insights into what people do and why. Understanding the context around customer actions, opinions, needs and behaviours is a crucial distinction between design research and traditional market research.
We use the understanding of the problem space to iteratively generate, test and evolve concepts. This involves structured engagement with stakeholders and customers which enables us to quickly explore multiple opportunities while building confidence and certainty that we are on the right track.
As confidence grows in the chosen direction, we bring the vision to life through storyboards, scenarios and future state service maps which enable all parties to see the connection between the strategy and how it will be realised.
We can create detailed designs and/or oversee the execution of the detailed designs.
Read more about What we do.