Service Design

Service Design is one of those things that’s difficult to describe. That’s because some elements of a service are intangible. The smell of coffee when you walk into your favourite coffee shop and the sound of bashing and whirring of the espresso machine - its all part of the service experience.

A service experience should include all the interactions customers have with your brand and products. It should consider all of the customers senses and how they think and feel about your business, as well as the process they follow.

A service experience should also include many elements of your business operations that are required to deliver that customer experience including people, process and systems. In fact, customer experience design often fails because it isn’t well integrated with business operations and the two things are treated separately.

Mapping these two thing together helps you understand where bottlenecks and issues are occurring across the service. Focusing on the end-to-end service also helps you solve problems across organisational teams and departments, aiding collaboration towards a shared outcome.

Mimosa Partners has extensive expertise in designing products and services that are aimed at meeting customer needs, whether it be across digital, call centre, or in-person touch points. We also have deep experience in business operations which helps us create realistic and pragmatic designs that can be effectively implemented by businesses.