Service Design
Gaining a holistic understanding of your organization’s customer touchpoints and maintaining continuity throughout the customer experience.
From finance and hospitality to healthcare and media, modern urban economies are highly service driven. While design has traditionally focused on products and places, the service economy compels designers to empathize with users and understand people-to-business interactions as a series of experience-based touchpoints: products, spaces, services or systems.
Based on the services your organization offers, Pivot’s design team will develop a holistic understanding of these customer touchpoints. We will create an experience walkthrough, which aims to simulate key value propositions in order to evaluate your customers’ interactions with various existing touchpoints. An experience walkthrough is strongly grounded in the idea that people understand best through the experience of doing. Through the activities listed below, our designers will build an understanding of your customers’ service experience:
- Expert Evaluations
- Field Research & Observation
- Mind Mapping Exercises
- Role-playing/Simulation Sessions (with props/prototypes)
- Rapid Prototyping
- Scenario Development
Using this research, Pivot’s Service Design process allows us to observe not only the specific details but also the overall landscape of the customer experience. This holistic understanding can lead to new opportunities and innovative ideas, an improvement to, and validation of, existing services, and/or further modifications and iterations of your customer experience.
