Service design that fixes fragmented customer experiences

Map the entire journey, eliminate friction at every touchpoint, and deliver measurable improvements in satisfaction and efficiency.

Turn disconnected touchpoints into seamless experiences

Most customer journeys are broken across departments, channels, and systems. Customers start online, call for help, get transferred three times, then receive conflicting information. Behind the scenes, teams work in silos with different data, processes, and priorities.

Service design reveals the entire end-to-end journey - not just what customers see, but the backstage operations, handoffs, policy constraints, and system dependencies that create friction. We map it, identify the breaking points, then work with your teams to redesign the experience so it actually works.

This isn't about pretty diagrams. We create practical service blueprints that show exactly what needs to change, who owns it, and how to measure success. Then we help you ship the improvements through our delivery leadership approach.

The result: journeys that work for customers and cost less to deliver. Fewer complaints, lower contact volumes, faster resolution times, and teams aligned around shared outcomes instead of battling each other.

How we approach service design

Discovery & Mapping: We interview customers, frontline staff, operations teams, and stakeholders to understand the current state. This reveals the gap between what you think happens and what actually happens.

Blueprint Creation: We map the entire service across frontstage (customer-facing) and backstage (operations, systems, policies). Every touchpoint, handoff, and decision point becomes visible.

Pain Point Analysis: We identify where the experience breaks down, why it breaks down, and what the business impact is. Prioritised by customer pain and operational cost.

Redesign Workshops: Collaborative sessions with your teams to redesign the experience. We test ideas against constraints, identify dependencies, and build consensus on the path forward.

Implementation Planning: Turn insights into action with a prioritised backlog, clear ownership, resource requirements, and success metrics. Everything teams need to start shipping.

Delivery Support: We can embed with your delivery teams to ensure changes land as designed, governance stays aligned, and improvements deliver the expected outcomes.

Real-world results

Financial Services

Mortgage application journey redesign

A building society had a 23-step mortgage application process spanning three departments. Customers abandoned midway, support calls spiked, and staff spent hours chasing missing information.

We mapped the entire journey, identified 12 unnecessary steps caused by legacy policy decisions, and redesigned the process to reduce handoffs and surface information at the right time.

47%Fewer abandonments

-60%Support contacts

Healthcare

Patient discharge service blueprint

An NHS Trust struggled with delayed discharges due to poor coordination between clinical, pharmacy, transport, and social care teams. Patients waited hours, beds stayed occupied, and everyone blamed someone else.

We created a service blueprint showing every touchpoint, dependency, and handoff. The trust used it to redesign the discharge process, clarify ownership, and implement new coordination rituals.

3.2hrsAvg. time saved

+18NPS improvement

What we deliver

Service Blueprints: Visual maps showing frontstage customer experience, backstage operations, support systems, and all the handoffs in between. Clear ownership at every step.

Customer Journey Maps: End-to-end view of the customer experience with emotional highs and lows, pain points, opportunities, and moments that matter most.

Prioritised Backlog: Improvements ranked by impact, effort, and dependencies. Each item tied to specific pain points and expected outcomes so teams know why they're building it.

Roles & Responsibilities: Clear RACI or ownership model showing who does what at each stage. Eliminates the "not my job" problem and ensures accountability.

Measurement Framework: Before and after metrics tied to business outcomes: NPS, contact rates, completion times, cost to serve, error rates, and more.

Governance Documentation: Policy impacts, compliance requirements, risk assessments, and change approval processes built into the journey so nothing stalls later.

Service design packages

Fixed-price discovery to understand your needs, then bespoke engagement for the work itself.

Service Design Discovery

£5,950

One-week intensive engagement to map one priority journey and deliver an improvement plan.

✓ Map one complete customer journey
✓ Identify top friction points and root causes
✓ Costed improvement plan with expected ROI
✓ Workshop with stakeholders to align priorities

Book discovery

Service design questions answered

What is service design and why does it matter?

Service design maps the entire customer journey across all touchpoints - digital, physical, and human. It matters because most customer experiences are fragmented across departments, channels, and systems. Service design reveals those gaps, eliminates friction, and creates seamless experiences that improve satisfaction while reducing operational cost.

How is service design different from UX design?

UX design focuses on digital interfaces and user interactions with products. Service design takes a wider view, mapping the entire end-to-end journey including backstage operations, staff interactions, policies, and systems. Service design shows how the digital experience connects to everything else - phone support, warehouse operations, compliance checks, and more.

What deliverables do you produce in a service design engagement?

We create service blueprints showing frontstage and backstage activities, customer journey maps with pain points and opportunities, prioritised backlogs tied to business outcomes, governance and handoff documentation, and measurement frameworks. Everything is practical and designed for teams to execute, not PowerPoint presentations.

How long does a typical service design project take?

It depends on scope. A focused service blueprint for one priority journey typically takes 4-6 weeks. Comprehensive multi-journey mapping with implementation support runs 3-6 months. We start with a discovery session to scope the right level of engagement for your needs and budget.

Do you involve our operations and frontline teams?

Absolutely. Service design only works when it reflects operational reality. We involve contact center teams, warehouse staff, compliance officers, and anyone else who touches the customer journey. Their insights reveal the real friction points that customers experience.

Can you quantify the ROI of service design?

Yes. We establish baseline metrics at the start - NPS, contact rates, completion times, cost to serve, abandonment rates - then track improvements after changes ship. Typical outcomes include 15-30% reduction in contact volumes, 20-40% faster completion times, and measurable NPS improvements.

Do we need special tools or software?

No. We use simple, practical tools that integrate with your existing systems. Journey maps and blueprints are created in formats your teams can edit and update. We avoid proprietary tools that create dependencies or require expensive licenses.

Can you work with regulated industries?

Yes. We've delivered service design for healthcare, financial services, and other regulated sectors. We build compliance requirements, risk assessments, and governance processes directly into the journey maps so regulatory obligations are visible and accounted for from the start.

Ready to fix your customer journeys?

Tell us about the experience you want to improve. We'll reply within one working day with a clear plan for how we can help.

Your name Email Which service interests you? What customer journey needs fixing?

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