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Service Design

We’ll use all of the insights to work together with your team, including your developers, as the art of the design gets underway. Throughout the process, we’ll offer practical help and keep a focus on the original vision set out in the UX Strategy.

Building a better understanding of your customers gives us the science that can then inform the design.

We’ll use all of the insights to work together with your team, including your developers, as the art of the design gets underway. Throughout the process, we’ll offer practical help and keep a focus on the original vision set out in the UX Strategy.

Collaborate

Collaborative design helps get at the right answer, faster. We bring stakeholders together to come up with ideas and solutions as a team.

Typical techniques:

  • Envisioning
  • Co-design

Visualise

We help create visual representations of the requirements, that are clear and unambiguous.

Typical techniques:

Communicate

Designs need to be shared to be understood. We create design artefacts so the team can pull in the same direction.

Typical techniques:

  • Style guides
  • Scenarios
  • Storyboards

Case Studies

Service Design

Driving the customer experience

Designing a multi-touchpoint, full service experience for Citylink.

View Driving the customer experience project

Delving into car buying behaviours

Our 'in-the-moment' research techniques followed the car buying journey from search to purchase, and helped Black Horse decide upon the validity of a new customer proposition.

View Delving into car buying behaviours project

Gaining tourist insights through eye tracking

Researching user requirements and information architecture, creating prototypes and usability testing internationally to improve conversions and the user experience.

View Gaining tourist insights through eye tracking project

The logistics of putting customers first

We helped our client take their first UX steps and onto a rewarding journey through service design to deliver a new, streamlined customer platform.

View The logistics of putting customers first project

Call Centre Customer Experience

Helping a leading broadcaster deliver smooth end-to-end user journeys that delight customers and employees alike.

View Call Centre Customer Experience project

Optimising the Parliamentary digital experience

How our Top Tasks Management approach focused and redefined the Scottish Parliament's new website.

View Optimising the Parliamentary digital experience project

An experience to remember

The five-star treatment starts online thanks to user-centred design from personas through to usability testing.

View An experience to remember project

Unveiling customer needs

At the start of their digital transformation programme, SRUC asked us to find out more about customer needs to shape their service blueprints and their digital offering.

View Unveiling customer needs project

Aligning cross-channel customer strategy

Defining a cross-channel strategy with a consistent customer focus.

View Aligning cross-channel customer strategy project

Building an internal UX team

Developing a UX Strategy to give a new, internal team a clear vision, purpose and the skills to add value to the wider organisation.

View Building an internal UX team project
Explore all projects

Interested to know more?

Find out about our other services and how they can support your UX challenges.

Do you have a project in mind? Let’s chat about what we can do for you. Get in touch