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Service Offerings

Systems Design

Transform your internal operations by fostering exceptional team collaboration

Apply design principles and tools to build an organizational and team culture with the capacity to innovate at scale.

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Service Design

Transform your customer's experience through integrated and inspired services

Apply design principles and tools to develop products that are desirable and differentiated at every point of interaction with your business.

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Strategy Design

Transform your clients’ organization by balancing today's priorities with tomorrow's possibilities

Apply design principles and tools to identify and adopt emerging technologies, while building a sustainable business model.

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Solve Real-World Problems with Human-Centered Tools

Activities

Research

Design Research is about gathering data to produce a holistic picture of an individual or group’s experience with a particular product or service. It entails multiple techniques: from interviewing to observation (learning about context and pain-points), from focus groups to diaries (learning about incentives and perceptions); and from co-creation to validation (learning about ideas and assumptions).

By understanding the individual needs and interrelationships of key stakeholders in a business context, an organization can work smarter and pivot faster. The organization is provided with a satellite view of everything that matters, and can identify and solve problems starting from a single individual, all the way up to a societal level.

Translation

Design Translation is about rearranging, structuring, interpreting, and reporting on the data collected from research. The output can range from a simple list of universal needs (problems to solve) or design criteria (principles to follow), to grand visualizations in the form of journey maps and service blueprints (clear and compelling stories to success).

By uncovering key insights on an organization’s existing formal (structures & procedures) and informal (workarounds & ad-hoc practices) workflows, a business can provide context relevant services. New strategies and processes can be developed that support – rather than conflict with – existing ways of working. This ensures higher adoption rates and builds a stronger foundation for implementing and integrating future solutions.

Facilitation

Design Facilitation and Co-Creation is about creating meaningful interactions by gathering the right people, creating the right conditions, and enabling strategic conversations based on empathy, imagination, and collaboration.

By involving key stakeholders early and often in initiatives, the business is able to dispel myths of the field, and garner buy-in from influencers and decision-makers. Service Designers are accustomed to taking in broad and complex data, and translate insights into probabilistic recommendations. They are accustomed to communicating the need and value of such practices, and provide leaders with a toolkit to address their most difficult problems.

Customize Your Project with Offerings and Activities that Meet Your Needs

Systems Design Offering

Transform your internal operations by fostering exceptional team collaboration

Research

What I’ll do:

Design and execute a comprehensive research plan with your employees across roles, functions, and levels, that includes interviews, observation, surveys, and document review.

What you’ll get:

A deep understanding of your team's current state of mind, their implicit/explicit expectations, and behaviours. Outputs may include:

Stakeholder Maps
Informal Network Diagrams
Annotated Process Flows

Translation

What I’ll do:

Conduct a detailed synthesis of research insights to identify obstacles and gaps that need to be overcome, and levers and dials that can be employed to build your desired future.

What you’ll get:

A comprehensive view of your team or organization as a system of interdependent components. Outputs may include:

Experience Blueprints
Culture Map
Behavioural Analysis

Facilitation

What I’ll do:

Design and execute a series of engagements with key stakeholders co-create interventions that educate, cultivate, and automate the emergence of new attitudes and habits.

What you’ll get:

A bold and inspiring view of the future, with clear strategies and tactics to realize your potential. Outputs may include:

Future State Experience Maps
Organizational Strategy
Choice Architecture

Service Design Offering

Transform your customer's experience of the world through integrated and inspired services

Research

What I’ll do:

Design and execute a comprehensive research plan with your target market in their natural environment and state using a mixture of primary and secondary research methods.

What you’ll get:

An inclusive understanding of factors that influence your user's decision making and lived experience in their context. Outputs may include:

Personas
Mind & Empathy Maps
Ecosystem Map

Translation

What I’ll do:

Conduct a detailed synthesis of research insights to identify opportunities to positively change the experience of a particular interaction, or transform an end-to-end user experience.

What you’ll get:

A meticulous view of the dynamics of daily life from the user's perspective, detailing specific needs, pains, and gaps. Outputs may include:

Customer Journey Map
Service Blueprint
User Flow Diagrams

Facilitation

What I’ll do:

Design and execute a series of engagements with users, designers, developers, data scientists, and other relevant partners, with activities like card sorting, prototyping, and role-playing.

What you’ll get:

A clear understanding of the areas of greatest friction vs traction, and strategic alignment from those involved in the work. Outputs may include:

Experience Principles
User Tests
Evaluation Matrix

Strategy Design Offering

Transform your clients' organization by balancing today's priorities with tomorrow's possibilities

Research

What I’ll do:

Design and execute a comprehensive research plan with your organization's key stakeholders, including market facing personnel, internal operations, and subject matter experts.

What you’ll get:

A glimpse into the future, and the opportunities and threats that exist in the micro and macro scale. Outputs may include:

Jobs-to-be-Done
Trends Report
Landscape of Possibilities

Translation

What I’ll do:

Conduct a detailed synthesis of research insights to identify forces for building increased market influence — extrapolating on the underlying currents in society and technology.

What you’ll get:

An intuitive view of the drivers of power among your customers, partners, and competitors. Outputs may include:

Innovation Adoption Lifecycle
7 Powers Statics
Case for Disruption

Facilitation

What I’ll do:

Design and execute a series of engagements with key stakeholders to co-create an innovation strategy that enhances existing advantages, focuses priorities, and is optimized for change.

What you’ll get:

An aligned view of where you are, where you want to be, and a readiness to move quickly and test your hypotheses. Outputs may include: