Service Design
Service Review: involve staff and users in reviewing your services
Do you want to know what your service looks like from your customer's perspective?
Do you want to really understand your customers?
Do you want to kick-start a process of continuous improvement?
We can help
We use service design thinking and tools to help you to understand:
- which parts of your service add value to the customer experience and
- which parts are a meaningless waste of time
This method is extremely valuable, cost effective and surprisingly speedy.
Suitable for
Service areas wanting to improve or review their services.
Organisations seeking to transform the organisation through a better understanding of their service users.
Options
- Review of a service area in partnership with staff and service users
- Review of multiple service areas in partnership with staff and service users
- Development of user research and service design skills within your service
What our clients say about our service reviews
“Using this approach gave us valuable insights, which would have otherwise been overlooked if it was entirely driven by staff and more traditional means of consultation.
The staff involved in the challenge workshops “didn’t realise how much of a journey they take their tenants on” and found it refreshing to view things entirely from the tenant’s’ perspective."
Cheryl Tracy, Monmouthshire Housing Association
Read what we've written about design thinking
- Personas: why and how we use them (part 1)
- Personas: why and how we use them (part 2)
- Walking in tenants' shoes