STRATEGIC DESIGN
Service design and strategic design, from customer to technology.
The business, services and customer experiences that make your strategy real, designed front stage and back stage, down to the technology and data, in enough detail to build.
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What we do
- 01
Service design
How a service works from a customer's first contact to the last, across people, channels and systems. You get a tested service blueprint your teams can build and run.
- 02
Business design
How the business should work to deliver the strategy: the business model, operating model, roles and economics. You get the design of the company you are becoming.
- 03
Customer experience design
How customers experience you at every touchpoint, and what has to change behind the scenes to deliver it. You get the target experience and the changes to people, process and technology that make it real.
MORE ON CUSTOMER EXPERIENCE → - 04
UX and UI design
The screens and interfaces people use, designed to be simple and tested with users. You get the designs and a design system your teams can keep building with.
- 05
Human-centred design
Design that starts from what people need, do, think and feel, so what you build gets used. It's how we approach every service on this page.
01
What service design means with us
Service design is how a service works from a customer's first contact to the last, across people, channels and systems. We map how your business serves each type of customer today, design how it should serve them, and specify the changes behind the scenes that make it real.
Strategic design integrates strategy, design and technology to solve complex problems and create future value. It is how we connect the service your customers see to the business model, operations and technology behind it.
Front stage and back stage, down to the technology and data.
How we work
OUR APPROACH →- 01
We work out where you can grow, and how AI gets you there.
- 02
We design the services, products and experiences.
- 03
We build it with you.
SEE IT IN PRACTICE · HEALTHCARE
Resonate Health
From day zero to 2030: go-to-market, industry innovation, and embedded digital transformation capability.
READ THE CASE →Questions
- What is service design?
- Designing how a service works from a customer's first contact to the last, across people, channels and systems, so it can be built and run.
- How is service design different from UX design?
- UX design covers the screens and interfaces people use. Service design covers the whole service, including the people, processes and systems behind those screens. We do both.
- How is customer experience design different?
- Customer experience design covers how customers experience you at every touchpoint. Service design goes behind the scenes to the people, process and technology that deliver it. We do both together.
- Do you build what you design?
- Yes. We build with your teams, or direct the partners you already use, hold the work to the design, and track the benefits through launch and scale.
- Do you work in Sydney and Auckland?
- Yes. We're based in Sydney, Auckland and New Plymouth, and work with clients across Australia and New Zealand, in person and remotely.
Thirty minutes on where AI can take your business
Nothing to prepare. Tell us what you're working on and where you want to get to, and we'll bounce some ideas around together.