Qualify first8–14 weeks for one service line
Service Design
For an organisation whose app is fine and whose customers still complain, because the failure is behind the screen and no interface can fix it.
- “The app is fine but customers still complain.”
- “Every channel gives a different answer.”
- “Our staff work around the system to get anything done.”
What you get
- 01As-is service blueprint: frontstage, backstage, support systems, handoffs, timings
- 02Staff research findings and workaround inventory
- 03Breakpoint analysis with root cause and cost of failure
- 04Future-state blueprint, channel strategy and role definitions
- 05Policy and system change register
- 06Pilot design, results and rollout plan
- 07Service standards, SOPs and measurement framework
Not included
- System integration or software implementation
- HR restructuring or hiring
- Policy changes we are not authorised to request
What you bring
- Access to frontline staff, not just managers
- Authority to change policy, or a sponsor who has it
- Operational data: timings, volumes, failure rates
What should change
The real cost of failure becomes visible
Measured by
Breakpoints closed per quarter
Channels stop contradicting each other
Measured by
First-contact resolution
How it works
- 1
Fit check
Seven questions: the problem, who approves, budget, access to users, timeline, sector, and what it could lead to.
- 2
Your result
You see it straight away. A good fit: send it and we reply by email to arrange a first conversation. If not, it names what needs to change first, or a smaller fixed-scope start.
- 3
Priced, then started
Priced after the fit check, in a written proposal you approve before anything is charged. Kickoff is days 1–2.
- Who’s on it
- Service Designer (lead), UX Researcher, Experience Strategist, operations analyst · Experience squad
Your first 14 days
- Days 1–2Kickoff: objectives, success criteria, decision-maker map, escalation pathKickoff document, signed
- Days 3–5Access: data, analytics, systems, stakeholders, existing researchAccess log with owners and dates
- Days 5–7Working agreement: cadence, review protocol, approval authority, response times both waysWorking agreement
- Days 7–10Immersion: context absorption, constraint capture, assumption registerAssumption register
- Days 10–14First checkpoint: early observations, confirmed scope boundary, risks raisedCheckpoint note, acknowledged in writing
Why can’t I buy this online?
This work affects decisions above any single project, so we check fit first. It’s never sold through checkout.
After this
Transformation Advisory, once the client wants to run this themselves.
Qualify first6–8 weeks assessment
Design Maturity Assessment
For an organisation whose design quality depends on who happens to be assigned.
Priced after the fit check