Services / Service & Experience Design
Service & Experience Design
Designing effective, intuitive and coherent experiences across digital products, services and customer journeys.
Problems we address
Where organisations get stuck.
Journeys that break at the seams
Customers move between channels, teams and systems that were never designed together.
Decisions made on opinion
Without research, design debates are settled by hierarchy rather than evidence.
Inconsistent interfaces
Products built by different teams and suppliers look and behave differently.
Complexity passed on to users
Regulatory and internal complexity ends up in forms, wording and flows the customer must decode.
Usability found too late
Problems surface after launch, when they are costly to fix.
Typical client needs
What we are usually asked.
“Customers drop out of our onboarding and we do not know why.”
“We need a design system that several teams and suppliers can actually use.”
“We want to redesign a service end to end, including what happens behind the screen.”
“We need to test a concept with real users before committing budget.”
How we approach it
Practical, collaborative, evidence-led.
We design with the people who use and run the service. Research and discovery come first, so decisions rest on observed behaviour. We map journeys and service blueprints to show both the customer experience and the organisation behind it.
We then design in the open, with prototypes tested early and often. UX and UI work is built on reusable components, so quality scales across teams and does not depend on one designer.
Accessibility is part of the craft from the first sketch, not a late review.
Deliverables & outcomes
What you can expect.
Common deliverables
- Research findings, personas and journey maps
- Service blueprints connecting front stage and back stage
- Prototypes, UX flows and UI designs
- Design system components, guidelines and documentation
- Usability test reports with prioritised recommendations
Typical outcomes
- Journeys customers can complete independently
- Consistent experiences across products and teams
- Faster design and delivery through reuse
- Evidence for investment decisions
Capabilities
- Service design and service blueprints
- Customer journey mapping
- User research and discovery
- UX/UI design and prototyping
- Design systems
- User testing and usability evaluation
Related capabilities
Connected to the rest of the practice.
Direction and requirements give design a clear problem and clear constraints.
Validated concepts are turned into product requirements and prioritised delivery.
Accessible components and design systems are where accessibility scales.
Get in touch
Redesigning a journey or a service?
Tell us what you are trying to improve. We will suggest how to find out what matters before designing anything.