Customer experience analysis
The beginning of every Service Design project whose framework consists of in-depth empathic interviews with real users and the synthesis of collected data. At this stage, the objective is to understand the current state and to detect the desired state from the user’s perspective.
At this stage, the magic of generating ideas begins. The collected data is presented to a group of stakeholders and by means of ideation methods, they are encouraged to generate achievable and sustainable ideas that will later become a solution.
Achieving tangible results
Based on the ideas, a prototype is created that resembles the solution (e.g. a clickable prototype of a digital solution) so that based on the user’s interaction with the prototype, we can get feedback and improve the solution.