Service design

Designing the whole service

We follow one of your services step by step, from the moment someone needs it to the moment it is done, including the work your staff and systems do out of sight. You see where people get stuck and where effort goes to waste, and you can agree what to fix first.

Fed byUser testingProduct strategy

What we doHow you engage
  1. A single source of truthKnowledge
  2. Where you areInsight
  3. Where you need to goStrategy
  4. How you show upBrand
  5. How you engageExperience
  6. How you growGo to market

What it covers

One service, mapped end to end: an enquiry, a donation, an application or a booking. The front stage is what the user sees and does. The back stage is everything that makes it happen: the staff, the handoffs, the systems and the policies behind each step.

The output is a service design blueprint with recommendations.

How we work

We talk to the people who use the service and the people who run it, and we look at the systems and data it depends on. We build the map with your team in workshops, so the people who own each step can see it and correct it.

Then we mark the points where people get stuck and recommend what to change, in order. Those recommendations lead into UX design.

What we need from you

  • Time with the staff who run the service day to day, as well as the people who manage it
  • Help reaching people who use the service, so we can hear from them directly
  • Access to the systems behind the service, early
  • A sponsor who can bring the teams involved to the table. A service crosses team boundaries and nobody owns all of it, which is usually the hard part
Where it sits
How you engage
What it feeds
UX design

You get

What this service produces
1 deliverable

Want to see your service end to end?

Tell us about the journeys and services that matter most.

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