Service Design

A powerful technique that aligns your team toward a shared vision of customer experience.

Our experienced consultants lead you through a co-creation process that fosters empathy and creativity and surfaces insights and opportunities.

Design Thinking

Service design leverages design thinking methodology that is customer centric and collaborative.

Ideal in the planning stages of large service-oriented projects, processes redesign, customer service upgrades and cross-channel optimization.

“Design thinking is about accelerating innovation to create better solutions”.

–  Tim Brown, IDEO

Why Choose Spatial for Your Service Design Project?

Our product design foundation, strong research and prototyping skills and experienced consultants help clients uncover the insights and opportunities that are transformative.

We’ve honed our practice and come up with engaging methods and practices that are productive and effective.

methodology & approach

Our process has 4 key steps:

1. Stakeholder Alignment & 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. 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

Key to success is the right culture in the room and the right mix of participants who are willing to challenge organizational biases, entrenched beliefs and current constraints and focus on the ideal state.

Preparation and audience research are key to successful collaborative workshops.

Case Study: Service Design Delivers Value to BC Hydro

In 2017 we worked with BC Hydro to re-imagine their ‘Customer Connections’ service.

This project took place over a 3-month period with the goal of delivering requirements to feed the product roadmap.

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.

Interested in service design?

Related Work