service design

crowd at a whiteboard using post-it notes during a workshop

Harvard professor Theodor Levitt wrote 60 years ago that “the entire corporation must be viewed as a customer-creating and customer satisfying organism.” To me this sums up perfectly how a great service needs to balance customer centricity with internal operations.

Service design is about creating physical and digital services that are useful, usable, efficient, effective, desirable and unique. It connects the dots between customers, partners, processes, employees, business, and the wider ecosystem. It is informed by your strategyresearch, and co-creation with your constituents, and informs your user experience design. Service design is a mindset, a process, a toolset and a management approach in one.

When begins with a service design challenge, the outcome is unknown. It may be a customer-facing app, an improved internal process, or a new playbook for front-line staff. But we will deliver you the optimal solutions, zooming in and out between big picture and tiny details.

Some of the tools we will use:

  • Stakeholder mapping
  • Problem framing
  • Design thinking
  • Customer journey
  • Service blueprints
  • Service ecosystem maps
  • Prototyping
  • Kano model
  • Personas
  • Empathy map
  • Experience design
  • Process optimization 
  • Design sprints
  • Workshop design &
  • facilitation

Why choose

  • EMBA in Management of Technology and Innovation
  • 17 years of experience in enterprise, agency and startup environments
  • 9 years of experience in user-centered roles
  • Co-founder and president of the Service Design Network’s Swiss chapter
  • Jake Knapp masterclass on design sprints

Case study: Improving the open day
student experience at EPFL