Service design is a customer-oriented approach with a holistic view of development that includes the customer, business, service production and technology. Service design is a versatile tool for developing services, business, customer experience, user experience and strategies. Digital service design plays an important role in modern service development, but we always take a multi-channel view of the service to be developed, going beyond just the user experience.
Our customer service development process starts with the definition of objectives. Clear objectives are set for the project being designed, which help steer design work from beginning to end. Objectives are also set for business and the customer experience. Further objectives may be set as required: sustainability, employee experience, organisational learning, etc. The objectives are always linked to indicators that make the objectives measurable. The objectives steer our joint efforts throughout the project and naturally lend themselves to the monitoring of the customer experience and business objectives after the project has concluded.