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Our approach to Service Design

Discover our methods and tips to tackle complex design challenges

our vision
We believe that better services and experiences can be designed by understanding users, improving collaboration across individuals and organizations, and using visualization to streamline decision making processes.
Design Ethnography
Explore and
understand people
We immerse ourself in the context of use to uncover human and system behaviors, motivations and needs, and develop insights that can inspire and inform design decisions.
We immerse ourself in the context of use to uncover human and system behaviors, motivations and needs, and develop insights that can inspire and inform design decisions.
VISUAL thinking
Map and visualise complexity
We use visual frameworks to describe tangible and intangible components, facilitate alignment, inspire envisioning exercises and accelerate decision making processes.
Participatory Design
Co-create and define solutions
We engage users and experts in highly iterative sessions to generate ideas grounded on a common understanding of the user and the system.
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Service Design tools and tips

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DESIGN ETHNOGRAPHY
VISUAL thinking
PARTICIPATORY DESIGN
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Light Survey
Touch-base with participants in advance to ease relationship building at distance, during remote research
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DESIGN ETHNOGRAPHY
Light Survey
Touch-base with participants in advance to ease relationship building at distance, during remote research
PARTICIPATORY DESIGN
PARTICIPATORY DESIGN
Asynchronous co-creation
Orchestrate the work of multiple teams at distance, for effective service design.
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PARTICIPATORY DESIGN
Asynchronous co-creation
Orchestrate the work of multiple teams at distance, for effective service design.
VISUAL thinking
VISUAL thinking
Illustrated scenarios
Make initial service ideas more tangible by illustrating the most important steps of the whole experience
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VISUAL thinking
Illustrated scenarios
Make initial service ideas more tangible by illustrating the most important steps of the whole experience
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Mystery Onboarding
Embrace auto-ethnography in order to experience specific parts of the user journey... in first person.
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DESIGN ETHNOGRAPHY
Mystery Onboarding
Embrace auto-ethnography in order to experience specific parts of the user journey... in first person.
VISUAL thinking
VISUAL thinking
Workflow Mapping
Bring clarity to service organizations by visualising their most complex and fragmented processes.
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VISUAL thinking
Workflow Mapping
Bring clarity to service organizations by visualising their most complex and fragmented processes.
PARTICIPATORY DESIGN
PARTICIPATORY DESIGN
Augmented Ideation
Experiment with Digital Methods to boost participatory design sessions
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PARTICIPATORY DESIGN
Augmented Ideation
Experiment with Digital Methods to boost participatory design sessions
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Food Tasting
Deal with food and food experiences during user research.
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DESIGN ETHNOGRAPHY
Food Tasting
Deal with food and food experiences during user research.
VISUAL thinking
VISUAL thinking
Experience principles
Foster a shared experience vision within the entire organization
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VISUAL thinking
Experience principles
Foster a shared experience vision within the entire organization
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Remote Interviews
Find collaborative ways to conduct user interviews online
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DESIGN ETHNOGRAPHY
Remote Interviews
Find collaborative ways to conduct user interviews online
PARTICIPATORY DESIGN
PARTICIPATORY DESIGN
Enablers And Blockers
Assess new product-service scenarios through detailing what can facilitate or undermine their success
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PARTICIPATORY DESIGN
Enablers And Blockers
Assess new product-service scenarios through detailing what can facilitate or undermine their success
PARTICIPATORY DESIGN
PARTICIPATORY DESIGN
Quick A/B Testing
Speed up the redesign of existing websites by augmenting user tests with alternative UI mock-ups
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PARTICIPATORY DESIGN
Quick A/B Testing
Speed up the redesign of existing websites by augmenting user tests with alternative UI mock-ups
VISUAL thinking
VISUAL thinking
System Loops
Connect all the actors in a system based on the values they exchange
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VISUAL thinking
System Loops
Connect all the actors in a system based on the values they exchange
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Observation Notebook
Make contextual observation more efficient in complex field settings
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DESIGN ETHNOGRAPHY
Observation Notebook
Make contextual observation more efficient in complex field settings
PARTICIPATORY DESIGN
PARTICIPATORY DESIGN
Tomorrow's Narratives
Envision how others would talk about your company, product or service
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PARTICIPATORY DESIGN
Tomorrow's Narratives
Envision how others would talk about your company, product or service
VISUAL thinking
VISUAL thinking
Graphic Vocabulary
Prepare a set of visual assets to speed up mapping activities
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VISUAL thinking
Graphic Vocabulary
Prepare a set of visual assets to speed up mapping activities
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Field Updates
Share daily snippets to keep everyone engaged during the research weeks
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DESIGN ETHNOGRAPHY
Field Updates
Share daily snippets to keep everyone engaged during the research weeks
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Recruiting Short-cuts
Come up with alternative strategies to find the right research participants.
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DESIGN ETHNOGRAPHY
Recruiting Short-cuts
Come up with alternative strategies to find the right research participants.
PARTICIPATORY DESIGN
PARTICIPATORY DESIGN
Role-Play Power
Turn the service scenario into a plot for a full-scale simulation
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PARTICIPATORY DESIGN
Role-Play Power
Turn the service scenario into a plot for a full-scale simulation
PARTICIPATORY DESIGN
PARTICIPATORY DESIGN
Creative badges
Assign fun roles to better handle workshop conflicts
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PARTICIPATORY DESIGN
Creative badges
Assign fun roles to better handle workshop conflicts
PARTICIPATORY DESIGN
PARTICIPATORY DESIGN
Pre-mortem exercise
Identify the worst case scenarios earlier on to prevent future headaches
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PARTICIPATORY DESIGN
Pre-mortem exercise
Identify the worst case scenarios earlier on to prevent future headaches
VISUAL thinking
VISUAL thinking
Target Journeys
Visualise the gap between the as-is and desired experiences
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VISUAL thinking
Target Journeys
Visualise the gap between the as-is and desired experiences
VISUAL thinking
VISUAL thinking
Ecosystem Maps
Map the system of actors and touchpoints around the user
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VISUAL thinking
Ecosystem Maps
Map the system of actors and touchpoints around the user
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Lean diary study
Set up short and focused missions to gain better participation and results
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DESIGN ETHNOGRAPHY
Lean diary study
Set up short and focused missions to gain better participation and results
DESIGN ETHNOGRAPHY
DESIGN ETHNOGRAPHY
Digital Ethnography
Experiment with digital methods to define your personas faster
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DESIGN ETHNOGRAPHY
Digital Ethnography
Experiment with digital methods to define your personas faster
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