Service Design
Discover, ideate,
implement, evaluate
TO INNOVATE OR TO CONSOLIDATE? LET'S DO BOTH
Whether you are driven by needing to solve problems or exploring ideas or innovations, we specialise in designing and improving services to create exceptional customer experiences that drive loyalty and growth. Our team of experts will work with you to understand your customers' needs and behaviours, and to create services that meet and exceed their expectations.
We’ll support you to create services that differentiate you from your competitors and build customer loyalty.
Our Services
Create your business case, with an evaluation of your preferred options. Test the preferred solution and review and iterate, tracking the impact of projected benefits against the initial problem or opportunity identified.
IMPLEMENTATION & EVALUATION
At bfive, we believe that great service design starts with a deep understanding of the needs and behaviours of your customers. That's why we take a research-driven approach to our work, starting with a thorough analysis of your customers' needs and pain points.
By way of data analysis, surveys, interviews and workshops, gain a detailed understanding of the service, its people, processes, systems, customers, capacity and demand. Analyse and identify pain points, waste and early opportunities for improvement.
Generate and capture ideas and hold group ideation sessions. Using the discovery analysis as the baseline, model options and scenarios, with projected benefits, to support a potential business case.
Implement the new service, its systems and processes, creating any blueprints required, training staff and partnering with others internally and externally as required. Continue to track benefits, customer feedback and any new KPIs generated, to enable ongoing refinement and improvement.
DISCOVERY, RESEARCH & ANALYSIS
IDEATION & MODELLING
DESIGN & TESTING