Service & Experience Design
There is almost always a gap between the experience an organisation intends and the one customers actually have. Service design is how you close it. Deliberately, and across every part of the service, not just the parts that are easy to see.
Why service design matters
Organisations invest heavily in individual channels. A new app, a redesigned contact centre script, a refreshed website. Without stepping back to look at the service as a whole. Customers, of course, do not experience channels in isolation. They move between them, carry frustrations from one into another, and form an overall impression based on the weakest moment in the sequence. Fixing the app whilst the handover to phone support remains broken is not a solution. It is a local optimisation.
Service design gives you a way to see the whole experience at once, diagnose where and why it breaks down, and redesign it in a way that holds together operationally. That means engaging the people who deliver the service, not just the people who commissioned the design. It means prototyping before building, testing before launching, and measuring what actually matters to customers rather than what is easy to count. The result is a service that is coherent from first contact to resolution. And one your team knows how to maintain.
Our approach
Research & Discovery
We map the current experience through customer interviews, staff shadowing, and process analysis. We need to understand what is actually happening before we can design what should happen.
Mapping & Analysis
Current-state service blueprints and journey maps reveal where the experience breaks down. And why. We identify root causes, not just symptoms.
Design & Prototyping
We design the future-state experience across all channels and touchpoints, creating concepts that are testable before they are built. Nothing is handed over as a finished answer.
Test & Iterate
Prototypes get tested with real users. We refine based on what we learn, so that by the time design goes to implementation, the logic has been stress-tested.
What you get
- Service blueprints covering front-stage and back-stage operations
- Customer journey maps across all relevant channels and touchpoints
- Experience principles to guide design decisions across teams
- Prototype concepts, tested with real users
- Implementation roadmap prioritised by impact and feasibility
Common questions
Service design is the practice of designing the full experience of a service. Not just the interface, but every touchpoint a customer encounters, and every backstage process that enables it. It considers the customer's perspective and the organisation's operations together, so that what you design is both good for people and possible to deliver.
Most engagements run between six and twelve weeks. Smaller, focused projects. A single journey or a scoped prototype. Can move faster. Larger transformation programmes take longer, and we scope those individually. We will give you an honest timeline upfront.
No. We work with scale-ups as well as large enterprises. The principles are the same; what changes is the scope. A scale-up with a specific service problem is just as well-suited to this work as a multinational rethinking a product line.
We carry no unnecessary overhead, which means our fees are typically 30% more affordable than traditional consultancies. More importantly, we design with your team rather than for them. So everything we deliver is understood, owned, and usable from the moment it lands.
Yes. And we prefer it that way. Cross-functional collaboration is central to how we work. Your product, operations, technology, and customer service teams all shape the experience your customers have. Keeping them in the room throughout the process means the output reflects reality, not a consultant's assumption.
Let us look at your service together.
Bring us your most frustrating experience problem. We will scope a project that gets to the root of it.
We reply within one working day.
Related services
User research & customer insights
Qualitative and quantitative research that uncovers what customers actually do, think and need.
Learn moreCustomer experience strategy
CX strategy built with your teams, grounded in real insight and designed to be implemented.
Learn moreInnovation consultancy
A structured process that starts with real customer problems and ends with ideas you have tested.
Learn more