Service Design

Our comprehensive Service Design combines both the discovery and implementation phases to transform your public services from concept to delivery.

This end-to-end approach allows us to identify and address inefficiencies, streamline operations, and enhance the customer experience, all while ensuring alignment with your strategic goals. We take a holistic view of your service operations, incorporating deep user research, process analysis, and modern technology to create and implement an optimised service model that is efficient, accessible, and future-ready.

What’s included?

Step 1:

Design and research

We begin by engaging stakeholders, conducting user research, and performing operational reviews to gather insights into the current state of the service and identify pain points.

Step 2:

Service mapping

Next, we map existing processes, data flows, customer interactions, and technology to provide a clear understanding of the current service landscape. This creates the foundation for transformation.

Step 3:

Insights and opportunity identification

We analyse the data collected during the discovery phase to identify inefficiencies and opportunities for improvement, focusing on areas where the service can be enhanced or automated.

Step 4:

Service blueprinting

We design a comprehensive blueprint for the future state of the service, which includes streamlined processes, user experience enhancements, and technology improvements.

Step 5:

Prioritisation and roadmapping

We work with you to prioritise the transformation efforts, identifying key dependencies and creating a clear, actionable roadmap for implementing changes.

Step 6:

Prototyping and testing

We develop prototypes and test them iteratively with users and stakeholders, refining solutions to ensure they are practical, user-friendly, and aligned with your goals.

Step 7:

Implementation and integration

Once the solutions are validated, we move into the implementation phase, integrating new processes, technologies, and service components smoothly into your operations.

Step 8:

Continuous improvement & monitoring

After implementation, we establish a continuous improvement framework, monitoring KPIs, gathering user feedback, and making iterative improvements to keep the service effective and aligned with evolving needs.

5 Deliverables and benefits you’ll receive

Research and insights report
You will receive a detailed report on the findings from our discovery phase, outlining key areas for improvement and opportunities for service optimisation. This will provide clarity on where your service stands today and highlight areas for immediate action.
Detailed service blueprints
A visual and descriptive blueprint of the current and future state of your service. This will serve as a comprehensive guide for the implementation phase, outlining the ideal processes, technology solutions, and user journeys.
Prioritised action plans
A clear, prioritised roadmap of recommendations that outlines the most impactful steps to take in the short and long term. This will ensure that the service transformation is both efficient and strategically aligned with your organisation’s goals.
Prototyping and testing report
You will receive a report on the outcomes of the iterative testing and prototyping phases, including feedback from end users and recommendations for optimisation, ensuring that the final service design meets all requirements.
Service implementation and optimisation framework
A comprehensive framework for ongoing service management, including key performance indicators (KPIs), monitoring tools, and methodologies for continuous improvement, ensuring that your service remains effective long into the future.