We design every aspect of a service system that impacts the service experience. We study the users in their context.
Services are a key component of modern economies and a valuable part of the most successful business offerings and the most innovative business models.
We design every aspect of product-service systems in order to guarantee innovativeness, superior user experience and streamlined processes.
We study the point of view of the users of a actual and potential services in their environment throughout their customer journeys. The methodologies used entail interviews, observation, shadowing and mystery clients. Then, we map the interactions with service maps and service blueprints. Finally, we design the service interfaces and touch points (digital and physical).
People are a fundamental component of the service delivery. We design and deliver training programs to ensure a superior customer interaction.