Service dominant logic
There is a shift from goods dominant logic (value in exchange) towards service dominant logic (value in use). Bussiness models evolve less around the exchange of goods, but more around the exchange of value, knowledge and skills (service society).
The market is no longer competing with products but with the entire ecosystems that surround them: back end developers, applications, sales models, advertising, support, partners, communities, etc. The hardware and software of a product are no longer the only big differentiators.
Service design thinking
The boundary between products and services is fading away, this demands a different way of thinking during the development stages of products, services and product service systems. Service design thinking is human centered, co-creative, process-oriented, holistic and interdisciplinary.
Gathering field insights
We don’t like to stay behind our desks, we prefer to identify challenges and hurdles in context. The right insights are only collected by actively approaching customers, observing and deeply immersing ourselves in the service context. The quality and accuracy of these insights are paramount for idea generation and the eventual implementation of service concepts.
We seek out structure, logic and order in complex processes using: touchpoint maps, service sequence diagrams, process mapping, value stream analysis, service blueprints, etc. And work towards a more streamlined, efficient and delightful process that improves the overall experience for all the stakeholders.
A service is made tangible through its touchpoints, the instances where customers interact with your service: an app, website, helpdesk, wayfinding, folders, leaflets, interiors, uniforms, etc. These touchpoints need be designed in check with the brand and kept consistent throughout the customer journey to achieve a positive experience and boost customer loyalty.
Solution development & Experience design
Integral branded product-service systems, from idea to production across all sectors.
Experience interiors, space sequence mappings, branded service setups, wayfinding and communication.