Design services, not just screens. A consistent experience across every touchpoint.
Map the user journey across all channels and touchpoints — from the first ad to after-sales support. Service blueprints, process prototyping, and omnichannel CX.
Customers get lost between channels: chat says one thing, email another, the consultant a third.
Employees fight the systems instead of serving customers — costs rise, NPS drops.
You can't see the service holistically — each team optimizes its fragment but the whole experience suffers.
Customer experience doesn't match the brand values you communicate.
User and employee interviews, journey mapping, identifying moments of truth.
Connecting front-stage paths with back-stage processes and IT infrastructure.
Touchpoint mockups, test scenarios, role-play sessions.
Implementation plan, CX KPIs, continuous iteration framework.
UX/UI focuses on the digital interface. Service Design covers the whole service — including call centers, paper forms, physical locations, and back-office processes.
Yes, especially when customers complain about 'fragmented' service. Small businesses gain the most from closing the gaps between channels.
Whether you're optimizing a fundraising funnel, rolling out an AI transformation, or looking for a strategic design partner who speaks the language of both data and empathy — I'd be glad to hear about your challenge.