Service Design
Research-led discovery, design, and delivery for organizations whose services have to be accessible, accountable, and easy to use.
Service design looks at how people, processes, systems and touchpoints work together to deliver a service, both for the people who use it and for the people who run it.
We design services for organizations of every kind, and we’re especially experienced where the stakes are high: regulated environments, accessibility obligations and audiences with competing needs.
When something isn't working, but it's not clear how or why
Service design is a good fit when:
- You aren't confident your service meets the needs of the people it's for.
- People drop out, call for help or make errors partway through a process.
- Your systems, tools and teams don't connect with one another.
- You know change is needed but aren't sure where to start, what's in scope or what it should cost.
Where service design fits
Service design connects your organization's strategy to the day-to-day delivery of a service, across every channel, team, process and system.
Our approach
Most engagements move through three stages. We can take on all three, or join at the stage where you need help.
Research
Understand the people who use and deliver your service, find where it breaks down and decide where to act.
- Stakeholder and end-user research
- Data and analytics review
- Ecosystem, sector and competitor analysis
- Personas and journey mapping
- Insight synthesis and problem framing
Design
Shape, prototype and test solutions with the people who will use them, before anything is built.
- Service blueprints
- Information architecture
- Solution design and prototyping
- UX and UI design
- Accessibility strategy
- Usability testing
Implement
Launch the solution, and support the change management and governance that keep it working.
- Implementation and launch
- Digital development
- Change management and adoption
- Governance
- Ongoing support
What we consider at every stage
A service depends on more than its process, so we look at six factors throughout a project.
Systems
Every touchpoint and how they connect
Risk
Who depends on the service, and what could break
Governance
Ownership, decision rights and compliance
Culture
How people actually work and behave
Change
How new ways of working are led, organized and communicated
Accountability
Owners and measures tied to the outcome
A team built for your project
We assemble the user researchers, service designers, UX and UI designers, content strategists and developers the work requires. If you already have some of these skills in-house, we fill the gaps or add capacity for a specific phase.
We take pride in not just delivering insights but crafting solutions that resonate and drive long-term impact. Our goal is to leave you with a clearer vision and a stronger foundation to build upon—because great research and insights lead to better experiences and outcomes.
K AndrewsDirector of UX, Accessibility Specialist
Other services we offer
Let’s make something better together.