Ideal in the planning stages of large service-oriented projects, processes redesign, customer service upgrades and cross-channel optimization.
Why Choose Spatial for Your Service Design Project?
We’ve honed our practice and come up with engaging methods and practices that are productive and effective.
methodology & approach
The first step for us is to understand the landscape in which you are operating, learn about business priorities and expectations, synthesize research about the audience, and review existing data and processes, to capture a picture of the current state.
2. Collaboration & Co-Creation
Developing customer empathy and journey mapping is the focus of this stage. We bring stakeholders together in workshops to map the experience of customers as they engage with the company.
3. Concepting & Prototyping
Prototyping allows the project team to test different approaches to solving problems, explore ideas and test assumptions. This knowledge feeds the requirements process.
4. Define Direction
At this stage, the goal is to provide the client with documentation that allows a service to be taken forward to the next stage of either budget approval or development.
The outputs for this stage will be based on the needs of the project, but typically include a summary of insights and opportunities, a list of requirements or enhancements and service roadmaps.
Key Success Factors
Preparation and audience research are key to successful collaborative workshops.
Case Study: Service Design Delivers Value to BC Hydro
Using a design thinking approach, we accelerated requirements gathering, reduced risk by focusing on delivering maximum value to customers, and brought a new empathy for the customer into the team.