Service Design

Service design methods can be used to improve communication between the service user and the service provider. A positive service experience is beneficial to the service provider’s business and the user experience of the company and service improves.

Service Design – User Understanding as a Part of Business

A positive service experience is beneficial to the service provider’s business. Brands, customer service, operating environments, sales and communications materials and channels are the interfaces where we help our customers deliver successful services to different audiences.

Service design provides solutions that make our everyday lives easier and increase the value and desirability of the services provided. Service design ensures that the service reaches it’s users and the company improves its profitability and appreciation. We set our design goal as a happy customer and a user.

Customer understanding

Understanding the customer, or user, plays a key role in service design. In the early stages of the project, the needs and desires of the clients are identified and the benefits, shortcomings and opportunities of the current service level are internalized. Different user groups and their needs are identified by creating user profiles.

Information is collected from the field on the correct service environments by various methods.

The collected information will be prepared for use in participatory workshops. Reform also applies its own methods to develop user understanding.

Service Design Involvement (Participation and brainstorming)

During the engagement and brainstorming sessions, various workshops are organized with users and representatives of the service organization.

The idea is to look at the service entity from as many different perspectives as possible, which is facilitated by previously created user profiles.

It is important that the different actors are consulted in order to find the right development needs.

The information collected during the user understanding phase will allow the design team to gain a deeper understanding of the service users. After that, the development of new service ideas and further refining of existing services will be smooth.

Service design Interpretation and prototyping

The service ideas generated in the workshops will be used to form new service concepts, which will be developed with Meta Descriptions and Service Paths. The key is the ability to interpret the users’ conscious and unconscious needs and to turn these into value-adding elements of service content.

The most advanced service concepts are tested with real users by creating prototypes that make testing quick and cost effective. Virtual Reality platforms can also be used to replace prototypes. Service concepts are evaluated and further developed according to the feedback received. Reform uses its own experiential methods to build prototypes.

This phase also involves designing business and earnings models, identifying critical components of the service, and defining differentiation factors.

Service Design Productisation

By commercializing services, even complex service entities can be produced in an easy-to-understand format. We help you refine your service experience to the highest standards with quality productisation.

Usually in service commercialization of services, symbols are created for different services, visual descriptions in digital and printable form.

Descriptions may consist, for example, of defining the content of the service, its operation, its prices and the benefits of the services.

These descriptions can be used in various marketing channels and sales presentations.

Well done product commercialization also facilitates in-house communication and service management.

Good commercialization is about commercialization: it creates an attractive option for the customer that is easy to buy. At the same time, it builds a high quality image of the company and adds value to the brand.

Request a quote
See Service Design Projects