Approach

Approach

Our approach works through simple phases: from connecting our clients with customers’ experience, to helping organisations solve their internal challenges. The goal is to deliver business impact.

Structuring the work

We work with clients on strategy, design and implementation of projects. We help clients take an idea to market or implement a strategy. Our approach ensures a clear understanding of the challenge. We imagine the best concepts, design and test potential solutions, and embed the new services in the delivery organisation.

Understand

Understand

It is essential to understand the experience of customers and the actors and factors affecting their behaviour in your market. We create a holistic view of the current challenge by combining this understanding with your business goals, priorities, your organisation and its challenges.

Imagine

Imagine

Imagining new concepts or experience enables you to be clear about the potential of an opportunity and to prioritise your plans. These new concepts are built on insights from customers and experience from other sectors. With the help of creative methods, we help you develop innovative ways of delivering service experience or create entirely new services.

Design

Design

The design of a service defines both the future experience and functional delivery. We involve customers and staff in prototypes and pilots to better understand the consequence of the new concepts. The concept is proven before you commit to implementing it.

Create

Create

Creating an actual functioning solution involves a wide range of activities, from implementing new systems to changing processes and procedures. We take on the role of design authority to ensure the direction and the quality of the service through implementation.

Enable

Enable

Enabling the delivery organisation itself to adopt the new service is as important as creating the functional aspects of a solution. We work with teams from management to frontline staff, to ensure they understand and buy in to the solution, as well as are capable of delivering it.

Improve

Improve

Improvement should be an ongoing activity for any service as market, technical, regulatory and other factors evolve. Ensuring that the quality of customer experience is maintained while changes are implemented is a challenge. We help clients manage this challenge through customer experience tools and metrics.