Services

Harnessing the power of Insight, Strategy, and Design towards humanizing technological outcomes.

The mark of great products and services lies in their perceivability and addressing fundamental human needs. At the cusp of a digital age, our thought behind every new solution built, will determine the direction of our collective future, making it crucial to ideate consciously, ascertain critically, and design futuristically.

Service Design

In most of our collaborations, the methodology of Service Design is used. Service Design is the practical and creative application of design tools and methods for the purpose of developing or improving services. It is the activity of orchestrating the people, infrastructure, communications, and material components of a service to create value for all stakeholders involved, build a distinctive brand experience, and maximize business potential.

As the definition suggests, Service Design is applied to develop or improve services. Service Designers have a service-oriented view of the world, considering all interactions between a brand and a user as services.

Service Design is all about taking a service and making sure it meets the needs of the user and the customer for that service. It can be used to improve an existing service or to create an entirely new service. To adapt to Service Design, you need to understand the basic principles of service Design Thinking and be able to focus on them when creating services.

  • User-centered, by doing qualitative research to understand the user.
  • Co-creation, by involving all stakeholders in the design process
  • Sequencing, by breaking down complex a service into separate processes
  • Evidencing, by visualizing and making tangible the service experience
  • Holistic, by looking at touchpoints in a network of interactions and users

To apply a Service Design process, a wide range of design tools for exploration and creation can be used. Qualitative research methods for Service Design are similar to general user-centered research methods: observations, contextual interviews, etc. Using such methods, it’s possible to imagine a spectrum of situations in which users may interact with brands, from discovery to conversion and related issues such as customer engagement.

The design process can involve creating personas, customer journey maps, stakeholder maps, and value network maps, based on the insights from qualitative research. For example, developing personas has the essential advantage of allowing designers to take into account characteristics of their target audiences that they might otherwise overlook. Finally, co-creation sessions result in design sprints, prototypes, and purchase scenarios, which are further developed in an iterative design process.

Services Overview

These services can be offered by working closely with a team of professionals and freelancers who collectively have several centuries of experience.

It is important to note that the services and phases listed below are not always linear and sequential – they do not have to follow a specific order, they often occur in parallel and are repeated iteratively on a regular basis. As such, the phases should be understood as different components that contribute to a project, rather than sequential steps. However, the useful thing about this four-stage model is that it represents the four expected phases of a (problem-solving) project. Each project includes activities specific to the product being developed, but the central idea behind each phase remains the same.

The four phases:

  1. Insight and Strategy
    • Empathize, Discover and Define
  2. Ideate and Evolve
    • Ideate, Prototype, Test and Evolve
  3. Build and Implement
    • Design, Refine and Develop
  4. Support and Progress
    • Deliver, Market, Validate and Care

Insight and Strategy

Empathize

  • Stakeholder workshops
  • User Interviews
  • UI/UX Reviews
  • Best practices and quick wins

Discover

  • Personas, User Goals, and Scenarios
  • Future Journey Concepting
  • Competitor Analysis

Define

  • Strategy workshops
  • Business Model Design
  • Customer Journey Mapping
  • Find, Win, Grow and Keep
  • Digital Growth Mapping
  • E-commerce expert review
  • Creative Direction

Ideate and Evolve

Ideate

  • Creative Strategy and Positioning
  • NABC (need, approach, benefit, competition)
  • Concept Design and Ideation

Prototype

  • Scenario and Storyboard Creation
  • Storytelling and Visualisation
  • UI/UX prototyping

Test

  • Concept Testing
  • Prototype Testing
  • User Testing

Evolve

  • Roadmap Strategy
  • Archive, Reimagine, Spread, and Learn
  • Omnichannel Strategy
  • eCommerce Strategy
  • Direct to Consumer (D2C) Strategy
  • Business to Consumer (B2C) Strategy
  • Business to Business (B2B) Strategy

Build and Implement

Design

  • Customer Experience
  • UI / UX Design
  • Brand Design
  • Brand Guide
  • Brand Magazine
  • Brand Story
  • Identity Design
  • Style Guide and Rationale
  • Art Direction
  • Visual Design
  • Illustration
  • Photography
  • Image Curation
  • Motion Design
  • Video
  • Video directing
  • UX Copywriting
  • Copywriting

Refine

  • Content Strategy

Develop

  • Website Development
  • WordPress
  • Front-End Development
  • Progressive Web App (PWA)
  • App Development

Support and Progress

Deliver

  • Personalization
  • Product and Shop review

Market

  • Social media Marketing

Validate

  • Usage Analysis
  • (User) Testing and Validating
  • Conversion Rate Optimization (CRO)
  • Performance optimization

Care

  • Maintenance
  • Design Support and Art Direction
  • Content Training

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