Service design

Design the intangible and achieve tangible results

Build services with a focus on generating value and achieving business objectives.

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3 dimensions of design: What, How and Where

With our 3 T ® Model we address each component of the service to achieve a design that integrates processes, technology, people and physical space in harmony.

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You will get a
‍setof products.

Service prototypes

It is necessary to make the design visible in order to evaluate it. We resort to theatricalizations with people or layout using techniques such as Business Origami or Cardboard prototyping.

Maps

When designing it is essential to use tools that facilitate analysis and communication. For this we use Journey Maps and Service Blueprints.

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Personas

We use tools such as Archetypes, Buyer personas or Design personas to help us empathize with the service recipient.

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Training program

Much of the value of the services is in the hands of the people who provide them, so training them is part of the design process.
We do this at different levels and using different modalities.

Performance measurement

By systematically or ad hoc capturing the voice of the customer, we verify that the design of the service and the way in which it is carried out respond to the objectives sought.

Project management

The execution of a service design involves multiple people who carry out tasks of different nature. We accompany you to achieve the goal on time.

Finochietto Clinic
See the case
Understanding the patient for a healthy patient experience
Project duration
5 months net
Services included
Service Design
Personas & Maps
Discovery & CX VoC
Team

Sr. Consultant

Qualitative research specialist

Quantitative research specialist

Experience designer

Analyst

See the case
Gerdau
See the case
A construction of B2B experiences
Project duration
4 months net
Services included
Service Design
Personas & Maps
Discovery & CX VoC
Team

Sr. Consultant

Qualitative research specialist

Quantitative research specialist

Experience designer

Analyst

See the case

A customer-centric, collaborative and iterative process

We start by identifying the problems and work on the design to give them a solution with added value.

We do this together with your team and with your clients' contributions.

Discover

We use Generative Research techniques to understand the attitudes and behaviors of the person in relation to the service.

Ideate

With co-creative dynamics we can reach the best solutions.

Prototyping

We generate tangible evidence that allows us to visualize what the designed service would be like.

Test

We validate with potential customers/users and get feedback to adjust the design.

Deploy

We train and coach the personnel, without forgetting the Change Management component that will be necessary to incorporate.

Measure

Through Evaluative Research we verify if the goals are achieved with the customer (loyalty/recommendation) and the business (sales/profitability).

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