Service Design

Why does service design matter?

A service is an end-to-end experience. It includes touchpoints, steps, interactions, waiting times, and the rules that shape the journey - online and in the field. Service Design helps align all of these elements to reduce friction, clarify what happens at each step, and make the service more consistent. We help you map your omnichannel journeys and design concrete, human-centered improvements.

Make the experience consistent across all channels

When a customer starts online, then calls support, and later receives a letter, they expect continuity. Service Design highlights “breaks” and helps align touchpoints.

Reduce friction that becomes expensive

One misunderstanding in a document or a process… and it becomes a support call or an error risk. By clarifying steps and content, you reduce rework, customer follow-ups, and internal escalations.

Align teams around the real journey

Service Design creates a shared language: journeys, evidence, pain points, priorities – so decisions happen faster - with a practical approach close to CX Management, grounded in reality.

When should you start a Service Design initiative?

You run a service both online and offline, with different experiences depending on the channel.

Customers don’t understand a document, a step, or the terms and conditions.

You see too many calls, incomplete requests, returns, or complaints.

Teams keep handing off issues: “it’s not us, it’s channel X / system Y.”

You’re preparing a redesign, digitalisation, or the introduction of a new channel.

You want to improve the experience without harming operational efficiency.

What we do in practice

Customer Journey Map

We map the journey as people actually live it: steps, channels, expectations, emotions, friction points, and moments of truth. A fast way to see where the experience breaks between web, phone, mail, and in-person interactions.

Service Blueprint

A smooth customer journey often depends on what happens behind the scenes: rules, tools, validations, roles, and lead times. The blueprint connects experience to internal processes to identify realistic bottlenecks to improve.

Field research & interviews

We combine customer perspectives with operational reality. That’s often where the “real problem” appears: a misunderstood term, an implicit step, a poorly explained rule, or an invisible internal dependency.

Content and document audit

When a document triggers calls, it’s not a detail - it’s a signal. We assess readability, ambiguity, information hierarchy, and whether people can clearly understand “what to do next”.

Service prototyping

Service Design doesn’t stop at a map. We prototype improvements: the wording of a letter, the structure of a PDF, a key screen, confirmation messages, or a call script - to test quickly.

User testing

We validate with representative people: is it understood, doable, reassuring? The goal is simple: reduce interpretation and increase confidence.

Co-creation workshops

We facilitate workshops to turn findings into decisions: priorities, quick wins, ownership, and an activation plan.

How we work with you

Here are the main steps of the engagement. They adapt to your context, constraints, and the decisions to be made.

Together, we clarify your objectives, scope, channels and audiences, as well as business, legal, and operational constraints - and define success metrics.

Next, we collect what exists, run interviews, and observe touchpoints. The omnichannel journey and blueprint reveal pain points, root causes, and critical moments.

From there, insights become scenarios, prototypes, and actionable recommendations. Comprehension and usability tests help us iterate and arbitrate based on evidence.

Enfin, vous repartez avec des livrables prêts à intégrer: fichiers Figma, guidelines et glossaire. Un plan d’activation peut aussi être prévu selon vos besoins, avec relecture, coaching, templates, gouvernance et montée en compétence.