Customer Experience
Enabling service design excellence to realise services that deliver sustainable business and customer impact. Together, let’s bring your organisation together to create aligned service strategies and realise customer-centric services that drive business success.
We specialise in a hands-on no-nonsense human-centric approach that works in practice. We create digital service strategies and design and implement services built on deep user insight balanced with organisational goals and ambitions. We work with you guiding you through the process and help you cultivate motivated, service design teams and foster essential internal connections, ensuring a service design excellence that propels your business forward.
Bringing Customer Experience and Service Design Excellence to Life
So, how might we create best-in-class services that deliver sustainable business and user impact? Together, we create deep customer insight, bring together user benefits and business goals and define the service strategy as a basis to design and realise customer experiences that are on a higher level.
MasterCard: Diversifying revenue streams in banking
We helped Mastercard to embed the Design Thinking mindset on different levels of management and in everyday business. Applying creativity in crafting business models, diverse revenue alternatives with cross-functional teams were identified. A human-centered approach was adopted in formulating roadmaps for new service concepts. Moreover train-the-trainer workshops were organised for management teams to foster innovative climates and developing new business models.
Adidas: Elevating UX in Adidas Global Team-wear Customization Platform
The global team sports (GTS) division at Adidas that oversees the platform recognized a focused user experience and user interface design strategy informed by solid user research and validation would elevate the entire LockerRoom experience. Together with the GTS team, we forged an ambitious vision for 2024, setting the stage for the platform’s immediate and enduring success, driving sales and brand engagement.
ING: Accelerating Innovation Processes to Improve User-Centricity
ING is preparing for future-proof innovation. Therefore, with facilitation by DesignThinkers, we accelerated an innovation process that embeds the users’ perspective in product & service development. As a result, we successfully combined Lean, Agile & Scrum with Design Thinking. In this manner, we empowered ING to bring relevant solutions to the market faster.
Do you recognize this challenge?
Let's make your customers happy, today
Sounds good? Our services can help create service excellence and elevate your customer experience and satisfaction.
Our CX Assessment provides enrich existing data with deep insight inthe service experience and usability, our sprints or projects address specific Service challenges you have, while our Service Design playbook and trainings embed CX capabilities and methods in your organization to enable you to sustain service excellence.
Customer Experience Design Services
Service Strategy Sprint
Define the digital service vision and strategy together.
In this sprint, we bring key stakeholders together to drive to an aligned strategy quickly! This session is designed to rapidly generate deep insight and develop a focused service strategy, based on customer research, an assessment of current services as well as competing services.
Outcomes:
- Aligned overall strategic goals
- Differentiating brand positioning based on a
brand assessment and perception research - A design brief for the implementation of the strategic brand positioning
Service Strategy Sprint
Define the digital service vision and strategy together.
In this sprint, we bring key stakeholders together to drive to an aligned strategy quickly! This session is designed to rapidly generate deep insight and develop a focused service strategy, based on customer research, an assessment of current services as well as competing services.
Outcomes:
- Aligned overall strategic goals
- Differentiating brand positioning based on a
brand assessment and perception research - A design brief for the implementation of the strategic brand positioning
Service Strategy Sprint
Define the digital service vision and strategy together.
In this sprint, we bring key stakeholders together to drive to an aligned strategy quickly! This session is designed to rapidly generate deep insight and develop a focused service strategy, based on customer research, an assessment of current services as well as competing services.
Outcomes:
- Aligned overall strategic goals
- Differentiating brand positioning based on a
brand assessment and perception research - A design brief for the implementation of the strategic brand positioning
Service Design Project
Design an impactful Service ready for implementation
In 10 steps from initial challenge to deep user insight and to a validated impactful service solution based ready for implementation.
Outcomes:
- Organizational alignment through co-creation
- Deep insight through user research
- Validated improvement opportunities
- Validated service design
- Small-scale MVP pilot implementation
- Follow-up plan
Service Design Project
Design an impactful Service ready for implementation
In 10 steps from initial challenge to deep user insight and to a validated impactful service solution based ready for implementation.
Outcomes:
- Organizational alignment through co-creation
- Deep insight through user research
- Validated improvement opportunities
- Validated service design
- Small-scale MVP pilot implementation
- Follow-up plan
Service Design Project
Design an impactful Service ready for implementation
In 10 steps from initial challenge to deep user insight and to a validated impactful service solution based ready for implementation.
Outcomes:
- Organizational alignment through co-creation
- Deep insight through user research
- Validated improvement opportunities
- Validated service design
- Small-scale MVP pilot implementation
- Follow-up plan
Capability Development
Empower your team with the right skills & mindset
We tailor our learning programs to fit your specific goals. We offer options from in-depth certification courses to short awareness modules, and we can even create a complete training portfolio for your broader organization to ensure maximum impact.
Outcomes:
- Solid service design skills, mindset & approach
- Common service design language
- Broader organisational & stakeholder
awareness of the service design mindset
Capability Development
Empower your team with the right skills & mindset
We tailor our learning programs to fit your specific goals. We offer options from in-depth certification courses to short awareness modules, and we can even create a complete training portfolio for your broader organization to ensure maximum impact.
Outcomes:
- Solid service design skills, mindset & approach
- Common service design language
- Broader organisational & stakeholder
awareness of the service design mindset
Capability Development
Empower your team with the right skills & mindset
We tailor our learning programs to fit your specific goals. We offer options from in-depth certification courses to short awareness modules, and we can even create a complete training portfolio for your broader organization to ensure maximum impact.
Outcomes:
- Solid service design skills, mindset & approach
- Common service design language
- Broader organisational & stakeholder
awareness of the service design mindset
Service Health Assessment
Provide shared insight in your innovation performance
Provide shared insight into your Service performance. An expert usability assessment and benchmark of your service, combined with a user research, provides deep insight into your service performance.
Outcomes:
- Insight in your digital service performance
against best-in-class services - Identification of key improvement
opportunity areas - Service improvement plan to address these
opportunities
Service Health Assessment
Provide shared insight in your innovation performance
Provide shared insight into your Service performance. An expert usability assessment and benchmark of your service, combined with a user research, provides deep insight into your service performance.
Outcomes:
- Insight in your digital service performance
against best-in-class services - Identification of key improvement
opportunity areas - Service improvement plan to address these
opportunities
Service Health Assessment
Provide shared insight in your innovation performance
Provide shared insight into your Service performance. An expert usability assessment and benchmark of your service, combined with a user research, provides deep insight into your service performance.
Outcomes:
- Insight in your digital service performance
against best-in-class services - Identification of key improvement
opportunity areas - Service improvement plan to address these
opportunities
GET IN TOUCH WITH ONE OF OUR EXPERTS: ELMO DIEDERIKS | SENIOR PARTNER & INNOVATION CONSULTANT
Jump on a free intro call today
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