Service Design

Using design to build new services

Today we live in a world surrounded by services - buses, shops, bookshops, dentists, consulting services, restaurants, post offices, etc. - which allow us to work, order the food we want or stay in touch with others. Each service is characterised by touch-points (people, information, places, etc.), i.e. contact elements between the final consumer and the service provider.

The objective of service design is to redesign these touch points to create a service and offer a simple, functional and pleasant experience to the consumer. In service design, one should not design every single part of the service, but the overall experience: this is possible through the reconstruction of the path that the user takes during the use of the service (user/customer journey), identifying exactly all the touch points that he or she encounters, i.e. the elements that characterise the experience.

Considi helps companies create new services and improve existing ones through an iterative approach aimed at designing, testing and refining concepts before implementing them, reducing costs and development time in the service design process.
Using the Double Diamond Method, Considi designed the frameworks and operating practices to truly put the Agile approach into practice, create new services and improve existing ones to deliver a simple, functional and enjoyable consumer experience with adaptive teams working with an iterative approach.

The advantages that the Service Design method brings are as follows:

User Understanding:

Trying to understand the needs and requirements of the people who will directly use the product/service. This understanding implies a change of logic: from a technology push logic to one based on customer insight, i.e. knowledge of the customer and its needs.

Prototyping:

Designers work iteratively throughout the development process to test ideas and obtain feedback from which to make improvements. This means being able to make an idea tangible at an early stage through inexpensive mock-ups in order to minimise development risks.

Collaboration Tools:

The use of visual tools, diagrams, etc. makes it possible to transform what could be ambiguous and complex aspects into something simple and concrete. Collaboration tools also make project progress visible and tangible in order to increase collaboration between multidisciplinary teams.