Process

By developing a customized "shared service vision" and design to your organisation, we will help you enhance the rapport between you, your customers and your employees. In return, they will love your products, services, space and experiences, and will become your most enthusiastic fans. In achieving this, we employ a four step approach:

Understand what your
customer's experience is like
by seeing
your service
through their eyes

1. Discover

A talk is always the first step. We then try to understand the dynamic between employees and customers...essentially why they do things (drivers) and why they don't do things (hurdles). It leads us to their innermost thoughts and frustrations about the brand and service experience. We pay particular attention to what your employees and customers experience, the journeys they take and what they truly think or feel about the place, product and people. By asking all sorts of questions we learn about the DNA and value structure of your organisation as well as the culture and nature of the market you operate in. Then and only then will we get to align your business objectives with your customer's / employee's aspirations.

Map core values
and
specific needs

2. Define

Step 2 is about identifying connections and organizing participant responses into a detailed picture of your business and customer culture - a map of core values, specific needs and desires. We'll also look at how to fulfil them as a list of key issues and challenges.

Conceptualise and explore
all possible solutions
to the challenges
identified

3. Ideate

This is the visionary phase. Here we conceptualise and explore all possible solutions to the challenges identified. We bounce ideas off each other and refine the messages and themes in collaboration with our client team and your customers. We then test it against technical requirements, schedule and budget. The result is a strong vision and concept that reflects the spirit of your organisation and delivers on both your business goals and your customers' dreams.

Bring a new service
or customer experience
to life

4. Create

Now we're ready to develop design sketches, or 3D renderings, and see what it will take to bring a new service or customer experience to life. We seek to make improvements ranging from the look and feel of the workplace to the quality of service and attitude of employees. All of this will create an engaging atmosphere and help build brand affinity.