Understanding the customer and designing a superior customer experience are central aspects of any Service Design project.
The initial stage looks at developing a deep understanding of the customer from the outside-in. It also involves the client organization to understand the relationships and interaction with its customers.
We conduct structured sessions to generate well-grounded concepts based on defined insights and frameworks. The sessions bring together people with multidisciplinary background and encourages building on each other’s ideas. Output is a collection of targeted and relevant concepts.
We convert ideas into concrete forms that are easier to understand, discuss, evaluate and communicate than abstract ideas that are described in words. The output is a visualization or a prototype that show what concepts look like and how they work.
The next step is to combine valuable concepts into reliable and systemic solutions that are actionable for future successful implementation. The output is a solution that creates user value and leverages on business drivers.
The current debate surrounding the social welfare and health care reform in Finland is centered on creating an innovative service structure for Finland’s public social welfare and health services. Service […]
Ethnographic research allows us to observe and better understand the behavior of customers/users and recognize their unmet and tacit needs. Ethnography enables us to examine which needs a customer has […]