How we apply service design

Together, we uncover the most important user needs by interviews, observations or co-creation sessions. Then we’ll uncover what is most desirable (‘lovable’): what are the pain points we’re trying to solve and what is the problem-behind-the-problem, exactly?

Deliverables
/Research conclusion
/As-is Customer journeys
/High level requirements
/Design hypothesis

Once we know the requirements and our target group, we synthesize all results into a future customer journey and a feature list. This allows us define the prototype scope and a high level viability model (value proposition).

Deliverables
/To-be customer journeys
/UX design & functional design
/Branding & guiding principles
/Feature & requirements list

In this phase we design the experience. This includes UX Principles and UI Design (or: visual design) and overall functional flow. Next to his, we will make a service blueprint, showing exactly what is needed from business and technology to make it feasible.

Deliverables
/Functional prototype
/UI design
/’Lovable’ value proposition
/High level business case