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18 Northumberland Avenue, London, UK
(+44) 871.075.0336
ouroffice@vangard.com
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What do we do?

Service design in service of innovation

What is innovation?

Any significant change in a company represents innovation. We make sure that innovation rests on the needs of your clients and that it advances your business.

From an idea to a sustainable business model

Research -> Synthesis -> Ideation -> Prototyping and testing

We believe that any positive change begins by researching users. It is our job to collect information and ideas and turn them into sustainable business models.

Our projects
Our services

Service design

Service design is a holistic process of solving a business challenge in which natural steps are used to attempt to get from the source to a creative solution in the form of a business model ready for implementation. It consists of several modules that are applied as a whole or separately.

Understanding

Research and synthesis of collected data

The basis of creating a new service, product or another business solution is quality aimed research and detection of needs. More

    In this phase, all key data are collected which serve as inspiration for the final solution. With primarily obtained information about the industry, buyers and needs, a secondary research is also performed (in-depth interviews with actual users). Collected data are synthetized into a sensible and mapped whole. With tools such as buyer persona, stakeholders’ map and customer journey, information is converged from divergency (research breadth), and the goal to be achieved in the process is specified.

    Result

    Collected and synthetized data about buyer preferences and motivations, competition and industry are ready to be used for the purpose of further processing.

Creation

Generation of ideas and preparation of a solution prototype

Ideation or creation of ideas is a process with the aim of inducing creative and innovative solutions (from impossible to easily achievable). More

    Collected and synthetized data from earlier phases are presented to a group made up of diverse process stakeholders and with them we generate ideas with the goal of creating a solution. Some of ideation methods are brainstorming and brainwriting. After selecting and elaborating ideas, the preparation of a simple solution model follows, which presents selected ideas for testing in the target market.

    Result:

    Created solution prototype based on obtained ideas and initially defined criteria.

Concretization

Product testing with target audience and help in the implementation

Future users are presented with the solution prototype in real environment so that based on their interaction with the prototype More

    we could obtain feedback and improve the solution. The process (of testing and perfecting the prototype) is iterated as many times as necessary. The tested solution is prepared for implementation and adequate partners and implementation channels are found.

    Result:

    A solution that passed the market test, that has a concrete plan and strategy, and that is ready for implementation.

Holistic solution of challenges

Services inspired by service design specially designed for solving concrete challenges.

Guiding innovation

Innovation is a long-term process of constant transformation of user input into creative and sustainable solutions.

Result:

Your adaptability to external challenges and buyers’ needs, higher probability of creating opportunities and competitive advantage.

Change management

Any change is difficult and demands special attention to be implemented painlessly.More

    Whether it is a minor process within a company or transformation of the company in the digital sense, our team guides your change so that it would go as planned.

    Result:

    Expertly guided change process within a company.

Strengthening
of teams

With a number of different tools, we detect directions of teams development inside the company, More

    we attempt to select their needs, ideas, visions and to harmonize their goals with the goals and abilities of the company to achieve better business results.

    Result:

    More motivated teams with clearly defined goals.

Internal diagnostics

Internal research of processes within a company, current strategies and presenting solutions More

    in the form of actions or a set of actions with the goal of achieving long-term change.

    Result:

    Review of the company through “different eyes”, list of improvement proposal.

Education

Masterclass of introducing innovation

A course in introducing innovation in which we pass through the innovation process and all its phases. The second part of the lecture is of hands-on format, in which through tasks and cases from practice attendees obtain a complete overview of the process.

Service design workshops

In workshops we pass all service design phases on a live example. In one workshop we pass all process phases, from research through ideation to concretization of a solution ready for implementation.

Cooperation

Cooperation with educational institutions and associations

Our Services
We do not believe in coincidence. An idea alone is not enough for best solutions.

Our process consists of steps in which each previous provides information for the following one, starting from research, and results in a tested solution prototype based on actual needs and ideas.

Our process

Research

Imagine you are making a new dish without looking at the recipe. Introducing the change without conducted research looks pretty much the same. Putting it in culinary terms, research is a phase of collecting the right ingredients, recipes and insights that shall make the final dish. In our case, ingredients are information, and we collect them in different ways: by observation (of customer/buyer behavior), by listening (in-depth interviews), by reading (reports, expert literature, publicly available information, research results). All this information, carefully selected and enriched with context, become the key ingredient of the final solution.

Synthesis

Collecting data is not enough. A perceptive eye is necessary that shall cluster that information, process it and draw conclusions and following steps. In this phase, our job is facilitated to a great extent by numerous tools that we use, such as customer journey, user profile, maps of stakeholders and of sore points, etc. Then all the data are placed on a research wall and, like detectives, we slowly connect them for the purpose of creating the bigger picture.

Ideation

Ideas are the fuel of success, but they do not come over night, so the process of creating ideas – ideation – comes only in the third phase of the process, when we have gathered and processed all the information. This is the only way to ensure our ideas are aimed at a single objective. This phase is marked by creativity, but also by the ability of its guidance, through various tools, such as brainstorming. The idea alone does not make the final solution, it is just the initial spark.

Prototyping

Prototyping is the phase in which our idea gets its outlines and matures. A prototype is a simple version of the final solution that, depending on its nature (product, service, other activity) can come in different forms. The common denominator of all the forms of prototypes is that they clearly evoke a solution.

Testing

Presenting the prototype to the target audience is the part when we put the developed solution to the final test. In it, the goal is not being right at the first attempt, but to uncover the strengths and weaknesses of the solution and to adapt it to be resistant to all conditions. After testing, the solution is ready for implementation independently of what it actually represents. The end goal of the process is to reach the best possible solution at that moment, whatever it may be and whoever its executor might by, provided that it is: profitable and sustainable.

Tools that we use
Customer journey

It represents user experience and his/her journey in the process of product or service purchase and consumption.

Mapping stakeholders and sore points

Each process consists of a connected group of people who give their contribution, and the goal of the stakeholder map is to map who participates in it and in what manner. In the creation process it is also important to detect ever present process sore points so that the solution may focus on solving them.

Empathy interview

In-depth interview is a tool with which verified information is obtained directly from process stakeholders (e.g. employees, users/buyers, suppliers, etc.). With the help of these interviews we find out more about expectations, experience, processes, good and bad practices, but also information that shall help us build a user profile (buyer persona).

Buyer persona

Persona is a personified overview of a group of people sharing common interests, behavior patterns, and demographic and geographic similarities. To be able to get to know our users as easily as possible, each persona is attempted to be portrayed as realistically as possible, so it is given a name, demographic characteristics and a background story.

Research wall

The easiest way to describe this wall is as a more sophisticated version of the wall used by detectives in popular detective movies and TV series. Its purpose is to uncover behavior patterns from collected data and it is a place for presentation of collected data.

Team canvas

It represents a map of impressions and expectations of team members that in its conclusion gives suggestions that help strengthen the team.

Tools that we use
Customer journey

It represents user experience and his/her journey in the process of product or service purchase and consumption.

Mapping stakeholders and sore points

Each process consists of a connected group of people who give their contribution, and the goal of the stakeholder map is to map who participates in it and in what manner. In the creation process it is also important to detect ever present process sore points so that the solution may focus on solving them.

Empathy interview

In-depth interview is a tool with which verified information is obtained directly from process stakeholders (e.g. employees, users/buyers, suppliers, etc.). With the help of these interviews we find out more about expectations, experience, processes, good and bad practices, but also information that shall help us build a user profile (buyer persona).

Buyer persona

Persona is a personified overview of a group of people sharing common interests, behavior patterns, and demographic and geographic similarities. To be able to get to know our users as easily as possible, each persona is attempted to be portrayed as realistically as possible, so it is given a name, demographic characteristics and a background story.

Research wall

The easiest way to describe this wall is as a more sophisticated version of the wall used by detectives in popular detective movies and TV series. Its purpose is to uncover behavior patterns from collected data and it is a place for presentation of collected data.

Team canvas

It represents a map of impressions and expectations of team members that in its conclusion gives suggestions that help strengthen the team.

Prokotip’s team

In the process of building a team, the starting point was synergy and the complementing power. Exactly for this reason each team member has his/her own specific set of qualities to contribute to the solution. Statements are given for each team member by colleagues about his/her strengths taken from an internal team strengthening workshop.

Contributors

Eva Komerički

Event management

Josip Harapin

Vizualni identitet

Maja Tomljenović

Dizajn

Damjan Raić

Change management

Dinko Brčić

Marketing

Want to innovate with us?

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"As a collective, the workshops helped us connect."

"Very useful, some things that may have been fresh have now just crystallized out."