DESIGN

SERVICE DESIGN AND JOURNEY MAPPING

A powerful technique that aligns your team toward a shared vision of customer experience.
Ideal in the planning stages of large service-oriented projects, processes redesign, customer service upgrades and cross-channel optimization. Service design leverages a design thinking methodology that is customer centric and collaborative.
Our experienced consultants lead you through a co-creation process that fosters empathy and creativity and surfaces insights and opportunities.
1. Current state assessment
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. Journey mapping workshops
The star of the service design process is customer journey mapping, a workshop that brings together stakeholders, who work together to co-create a vision for future customer experience.
The star of the service design process is customer journey mapping, a workshop that brings together stakeholders, who work together to co-create a vision for future customer experience.
While preparation and audience research are fundamental to the process, key to success is the right mix of participants, who are willing to challenge organizational biases, entrenched beliefs and current constraints.
Outputs are designed to be impactful and actionable.
3. Concepting & prototyping
Ideas for improving customer experience or testing new service ideas can be explored through storyboards, sketches, mock-ups and/or prototypes.
4. Defining direction
Journey maps will surface requirements, opportunities and ideas. These inputs can support product design and development priorities and roadmap planning.

Contact us to talk about your service design
& journey mapping needs

Why Spatial for design services?

Great design is about solving problems and creating things that serve people’s needs. We follow an iterative, human-centred process that puts the customer at the centre of the design process.

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