International service design and branding agency
Competitive advantage doesn’t come from what you do. It comes from how you do it, because technology is changing everything and has made quality just a hygiene factor.
For every service or product out there, there are already a dozen substitutes. All airlines fly. All phones are smart. But the customer experience varies dramatically, and the difference comes from how you design your service.
Make no mistake: all products are services. Owning stuff, without having it do something for you, is mostly pointless. People don’t need cars. They need to get from here to there. And to make sure that the burden of ownership is as small as possible, the customer experience needs to be better than that of the alternatives. This is done through service design and builds your brand more effectively than any ad campaign ever can.
As a service design and branding agency, we work with you to define and design the customer experience in a way that makes sense.This means, that we find out what your customers’ journey is like from need to satisfaction, not just the moment of transaction, and help you understand not only what your customers are buying, but why they are buying it. With this insight we can design the service and improve the customer experience in areas that matter most, both for the customer and your brand.
To do that, we provide services in four areas, which are interlinked:
Brand Manual Bulletin
Sign up to the Brand Manual Bulletin and stay abreast of the latest in the intersection between service design, communication and uncommon sense.
We use your email only to send you our periodical newsletter. Not for anything else. And if you don’t want to hear from us anymore, all you have to do is click the link in the footer of the email and unsubscribe.
We use your email only to send you our periodical newsletter. Not for anything else. And if you don’t want to hear from us anymore, all you have to do is click the link in the footer of the email and unsubscribe.
We use Mailchimp as our marketing automation platform. By submitting this form, you acknowledge that the information you provide will be transferred to Mailchimp for processing in accordance with their Privacy Policy and Terms.
Service design and branding blog
The root cause of every misunderstanding is a communication problem
There’s a video that we often use in lectures on service design. It’s a film about a door that people keep trying to pull instead of pushing. It’s a perfect illustration of a communication problem. The door handle says “pull me”. And that’s what people do, and then the door screams “push”, by just not […]
The Problem with Service Design
Avoiding lost in translation between strategy and execution is hard. But in order to succeed at service design, you have to learn to create teams that work from the beginning of discovery all the way to the end of delivery.
Jobs to be done
There’s a classic (at least we think so) film of Clayton Christensen explaining the job a milkshake does. This idea, that customers aren’t necessarily buying what you are selling isn’t new. But the jobs to be done theory does help to clarify the difference between what is important to you, the seller, and what is […]
Work
Setting a new Standard for Nordic business furniture
Positioning Standard, a furniture producer with a long history as the Nordic quality benchmark
O’key hypermarket rebranding
Refreshing the visual identity of one of Russia's largest hypermarket chains by treating the shop as the brand.
Ühismets – money doesn’t grow on trees. Or does it?
Ühismets is a communal fund that lets everyone to invest into sustainable resource – without the hassle of knowing how to maintain it. The fund nurtures your investment – in every sense.