Creating service experiences for clients and value for companies and institutions.
Service Design is a holistic exercise, it is the definition of a relationship between the company or institution and the end user or client..
SERVICE AUDIT AND EVALUATION
Evaluate the existing service, its journey and touch points and describe recommendations and best practices and heuristics
• Analyze market best practices
• Customer journey mapping
• Service systems and ecologies
SERVICE DESIGN AND TOUCHPOINT DEFINITION
The design of a complete service. Using human centered design as a source for discovering needs and expectations to defining touch points to deliver timely benefits. This includes Service Design Blueprints, Agile process with multidisciplinary teams to define service solutions; prototyping touchpoints and integrations with the physical and digital world;
• Blue prints
• Benchmark of services
• User/client research
• Back end analysis
• Agile development
SERVICE DESIGN TRAINING
Teaching the fundamentals of the practice. From design research to developing blueprints to prototyping touchpoints.
• User research
Design of a new service mapping its front and back stage touchpoints and the configuration settings to make the business whole, such as business/profit model, network and structure requirements, partnerships and processes.
• Business model
• Profit model
• Organization structure
SERVICE DELIVERY AND PROGRAM MANAGEMENT
Work with operations and human resources to implement Service design innovations and improvements. Make sure the right metrics are defined and measured.
• Service Definition and execution