We use service design to improve your customer’s experience, one touchpoint at a time. Together with you, we create products and services that people not just use, but love.
Customers are getting different jobs done. You may be serving coffee, but they could be a) buying coffee, b) using your coffee shop as a workspace, c) meeting with friends, d) killing time, e) getting out of the winter cold, f) getting out of the summer heat, g) not buying coffee at all but using the toilet. Understanding the jobs your customers are getting done is the first step in improving their experience.
We’ve been in this business for ten years. And, as far as we can tell, service design has only become more important to companies and organisations. The fact is, that it isn’t what you do, but how you do it that creates the customer experience. You just have to accept, that what is difficult for you is a hygiene factor for your customer and that the customer experience is built around the core of your offer, not on it.
Designing the whole customer experience around the customer journey from need to satisfaction, not just the moment of transaction is what will make them talk about you.
One of us really believes in biking / One in fishing / One in dancing / One in heavy metal / One in recycling (although we have to admit, this applies more or less to all of us) / One in tea / One in crazy shit / One in working early in the morning / One in working late / One in 42… One way or the other, though, we believe we like to work together.