Service design and experience design are based in empathy: walking a mile in your users’ shoes, so you can see your organization from their point of view. It’s the foundation of innovation and optimization. The art of serving your people better starts with a willingness to listen, and the skills to map out the current reality.
We provide service and experience design when a partner is ready to improve a process or technology. We start by listening carefully to internal stakeholders and external customers. Then we map out your users’ journey, from start to finish — the good, the bad, and the delightful. When the process is clearly visualized, you find out where the gaps are. From there, it’s time to zero in on opportunities for improvement, and embark on the process of designing a new way forward.