Bridging the gap, through design thinking
As humans are being replaced by technology, service touchpoints are fast becoming inhumane. A user’s perception of service is now at the cross-roads of automation and emotion; leaving a huge gap between what is expected and what is actually felt.
Departments with varied perspectives and goals create gaps in service delivery. With no single stakeholder to drive service design initiatives, we end up not doing enough.
Plenty of innovative and strategic initiatives, but all sitting in respective silos. Key people in the company are unclear where to start and how to manage linkages.
Users’ experience is about the whole, not its parts. We are inclined to go after the parts, not the whole. As a result, there is inherent lacuna that competition starts to fill.
How do we do it?
Service by its very nature, is intangible. It takes a deeper understanding to uncover experience opportunities and tangibilize them.
We make connections
A unified understanding that brings together multiple players, touchpoints, channels, departments… and the interplay of information, user actions & back of stage interactions that tangibilize your service.
We action decisions
A common perspective towards the gaps, bottlenecks and opportunities in Service delivery that lead to refined processes, procedures and protocols. Your technology initiatives start to align now.
We create propositions
A well designed and packaged service with seamless interactions and flows, resulting in users’ experience that is now about the whole, and not its parts.