Service Design
The future of customer engagement is in seamless. In the age of ‘as a service’ business models, well-designed service experiences have never been more important.
Services that are easy to use, memorable, and emotionally resonant are the key to winning new customers and retaining your existing ones. Omni-channel (and omni-available) services exist to meet almost every need.
Because switching between brands is an easy proposition, efforts to increase awareness must be matched with excellence in experience design and customer service.
Delivering on a new service promise
We helped a financial services leader reimagine the onboarding process for a bundled payment processing and online ordering solution tailored to small and medium-sized businesses.
Designing the future of Customer Service
Problems get solved more effectively when you work as one team. We brought together operations leaders, data scientists, support agents, and experience designers to create a scalable model for customer support.
New customer onboarding journeys
Through a month-long study, expert reviewers identified points of delight, friction, blockers, usability issues, comprehension, and navigability. Meanwhile, service designers mapped the journey.