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Our work is highly customised. We use five main sets of tools to make our time with you more cost-effective, varying their use as needed: DefineDefine your challenge and the smartest approach to it. Make sure you are focusing on the right challenge to move you forward. DiscoverDiscover more about the experiences your customers desire. Research how customers want to experience your touchpoints (your brand, products & services, communications and other touchpoints). DesignDesign, test (with customers) and evolve concepts or prototypes quickly and easily. Make sure you are taking the best value options forward. DeliverDeliver new and better experiences for your customers. We help you install and make sure your improved or new touchpoints work efficiently for you and effectively for your customers. DirectDirect and monitor performance of your touchpoints over time. We help you make sure your organisation continues to grow more efficient and effective.
We adapt these tools to meet your challenges and context. ExamplesSome examples of work we have done are:
We helped a hospital develop much better service experiences for its cancer patients. As part of this, we carried out a co-design pilot, the first of its type in New Zealand. We brought together patients, clinical staff and management to identify, research, design and implement improvements. To help us, we also partnered with a design school. Finally, we also developed a co-design toolkit for health services nationwide.
We healped a bank and software company develop personal finance software. We visited customers in their homes, first observing when and how they managed their finances, then exploring the why, how and what of a new personal finance tool. In particular, we focused on their expectations and the experiences they most wanted in navigation, comprehension and use. The results were a brand and marketing campaign for the bank and a some high value development ideas for the software company.
We helped an event management team increase the value of the event for exhibitors and attendees.
We started by holding a workshop with event stakeholders to work through current issues and ideas. We then observed exhibitors and attendees interacting and also interviewed them. We explored why the event was important and how it could work better for all. As it happens, the recession opened up new opportunities for the event and our work helped the management team and board quickly take advantage of these with complete confidence.
We helped an NGO leap ahead despite major challenges arising from the recession.
An NGO's funding dropped significantly and suddenly as a result of the recession. It needed to quickly reassure its customers that it would continue to deliver in spite of its scaled-down operations. Through a series of workshops with customers and staff, we identified its core value, and then four distinct kinds of benefits as customers learned and grew over time. We developed four corresponding service platforms and a cluster of services & products for each. We then helped the NGO evolve its business model and internal processes. The NGO is now increasingly self-reliant and growing healthily.
You can contact us for more detail or a free presentation on these examples.
We also provide three free service design tools to illustrate how we work with our clients and their customers.
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