Service Strategy

We look at service context, competitors, and customers to gain an insight into what should be delivered to whom. We identify the criteria for success and set the scope of the project. The two most important strategic questions are: who are my customers? What service should I deliver? We help you answer those questions

Service Innovation

We come up with creative, elegant and innovative solutions that meet and exceed the target users’ requirements, and then build and deliver the solution – managing the technology and people necessary to deliver on-time and on-budget. We bring it together.

Discover

Intially we widen scope to provide space for new ideas to develop. We evaluate a broad range of ideas, opportunities, and influences. We asses alternatives by examining: context, competitors,  and research. We engage with staff and customers.

Define

We filter ideas and specifiy what needs to be done. We review and select promising new ideas.  Solutions are pitched and prototyped to see which have the strongest business case. We define what needs to be done to deliver service improvements.

Develop

We Get creative, we figure out what needs to be delivered to achieve the goals identified in the the service strategy.  We design the solution.  The methods and working processes focus on bringing the service to fruition – to make the best service possible.

Deliver

Implementation, final testing, approval and launch. Project governance and housekeeping.  Fine tune the service using real world feedback. Ensure that the service has been delivered as specified. Measure operational impact. Liaise with stakeholders.

Discovery Tools

  1. Co-discovery workshop
  2. Communication Architype Development
  3. Competitor Analysis
  4. Customer journey mapping
  5. Ethnography & Shadowing
  6. Innovation Opportunity Analysis
  7. Market research
  8. Service Aesthetics Analysis
  9. Service Usability Score Card
  10. Stakeholder mapping
  11. Touch-point mapping

Definition Tools

  1. Acceptance Test Development
  2. Channel Metrics
  3. Co-definition Workshop
  4. Concept sketch
  5. Experience Metrics
  6. Service Business Case
  7. Service Specification
  8. Service Technology Road Map
  9. Service-Brand Refraction
  10. Strategic Outline Cases
  11. Success Metrics
  12. Usage Scenario Development

Development Tools

  1. Co-development workshop
  2. Customer Journey Development
  3. Experience Design
  4. Paper Prototyping
  5. Service Evidencing
  6. Service Ideation
  7. Service Prototyping
  8. Service Staging
  9. Touch-point development
  10. Usage Scenario Modelling

Delivery Tools

  1. Benchmarking
  2. Change management
  3. Customer Voice
  4. Lessons Learnt
  5. Project Management
  6. Service Pilots
  7. Service Rollout Planning
  8. Service Usability Score Card
  9. User Acceptance Testing
  10. Value Measurement
  11. Vendor Selection