The knowledge and experience of our team, as well as the human-centred approach focused on the recipient mean we can affect the process of change, adjust the process of service optimisation and adapt to a new situation.
This is the summary of the Service Design methodology, which we use both inside our organisation and when improving our clients’ business processes.
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Customers’ needs and requirements are dynamically increasing. This finding was the starting point for the Service Design methodology. Service Design involves a verification of the current operational model of a business, so as to adapt it to the ever-changing market requirements. We amend the operational mode by planning and arranging human resources, infrastructure, communication and material components of a specific service.
Socjomania made its first steps towards service design in 2014, when Katarzyna, our CEO, obtained the Design Thinkers Academy certificate. Since then we’ve been using the Service Design tools and approach in our consulting services.
We combine our knowledge of the digital domain with our business experience and competences of our research team, to come up with solutions that match our clients’ expectations and their business needs related to the process of digital transformation. This is how we effectively guide businesses through the process of service digitalisation.
Innovations are often discussed in the context of Service Design. If you want to design services so as to revolutionise your business processes, this is a good place to start.
But innovativeness is not the only and most important purpose of service design. The approach also focuses on optimisation – improving the services you currently offer, so as to match the needs of your clients. You can do it even without resorting to major innovations – although we often introduce them in practice, this is not the ultimate goal of our efforts. Client comes first in service design.
And this is not the only argument for implementing service design in order to improve consumer or user experience. In order to improve a product or service, we perform a series of actions and use a variety of tools. Our efforts are designed to help you understand your target customers and their expectations. This helps optimise not only individual services, but also the entire business.
These are not the only arguments for implementing service design to improve consumer experience or user experience. In order to improve a product or service, we carry out a number of actions, using many tools. All of them make you understand your target group and its expectations better. This has countless benefits not only for individual services, but business in general.
Service Design is a creative process. This is not to say we rely solely on our presuppositions or assumptions. In order to come up with a top service level and come up to the ever-increasing expectations of our clients, we use a variety of tools, such as:
Before we start improving a service, we need to know who the target user is.
We analyse touchpoints and user experience before and after they use the service, as well as in the process.
We analyse the way the user interacts with the service, so as to identify the areas that require improvement.
We use templates to define the current business model of your organisation and then come up with a new one.
We use the methodology that helps us identify the actual goals of your clients.
We use efficient methodology for data planning and visualisation, so as to identify and then implement measures necessary to create a perfect service for your organisation.
Service Design Network is an international organisation focused on promoting and improving the idea of service design. Its members include the world’s leading experts, practitioners and organisations. As we contribute to the network, we can impact the shape of the methodology and engage in global educational efforts. We collaborate with more than 40 countries and branches of Service Design Network all over the world. Together we design educational projects and share our specialist knowledge with those who care to improve their practice. In 2022 we obtained international accreditation, which confirms that Socjomania is an international expert in service design and one of the global leaders in this sector.
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