We develop human-centered services with service design

Service design is a method to develop services. The method is co-creative, customer-oriented and iterative. In the development of services we always start from the needs and expectations of the customer. The development takes place together with customers and other stakeholders, and we test many possibilities. By involving customers and stakeholders and by prototyping different solutions, we avoid that we exclude alternatives too early and that we rely too much on assumptions.

Human-centered service design, the customer at the heart

In the early stages of an idea for a service or product, we analyze both the market and the needs of potential customers. In that phase we focus on what needs we try to address, what the alternatives are in the market and what the expectations, needs and practices of potential customers are. We do the latter with interviews and through behavioral research such as role play.

A co-creative process, everyone’s on board

We can best fulfill our needs by developing them together with the future users. That is why service design is a co-creative activity. After investigating an idea in the framing phase, we investigate and prototype possible effects with future users. After all, no one can better judge our proposals. It is up to us to translate expectations into even better solutions.

Test, test, test and validate

In a service design process, we work iteratively. We investigate, implement and test in small steps. This way we can quickly discover and adjust mistakes. This ensures that your risk does not increase but decreases as we move further into the execution of a project.

The complete service design trajectory

We facilitate the complete service design process at companies and governments. We always do this in close collaboration with a number of internal employees or stakeholders. In this way we can spread the efforts based on the competences and budgets available, and the knowledge remains in your organization.

  1. Framing: determining the goal
    We determine the scope of the project and conduct research into the market, the needs of customers or citizens, the behavior of those customers, the alternatives, …
  2. Ideation: gathering ideas
    Together with all stakeholders, we will come up with as many solutions as possible on the basis of the previous research. We do this in co-creation workshops in which as many solutions as possible are investigated and eventually quickly tested in rough prototypes.
  3. Design: turn into solutions
    From the ideas, proposals and first prototypes we make choices for the elaboration of one or more solutions.
  4. Launch: we launch the service
    A first version of the service is provided. Depending on whether it is a new service or a renewed service, it will be accompanied by the necessary communication. According to a roadmap, the service is further developed or adjusted on the basis of new customer insights.