Service design
For businesses whose product is a service — clinics, schools, salons, agencies, workshops: we redesign how a customer is served, step by step, from the first search to the repeat visit.
How it works
Two to three weeks. We interview you and your team, walk through the service as it really happens (calls, bookings, front desk, follow-up), talk to five of your customers, and map every step and hand-off. Then we redesign the steps that lose customers or time — the procedures, the scripts, the tools — and document them so your team runs them without us.
What’s included
- Interviews with you and your staff, plus five customer interviews
- A walk-through of the service as it happens today: calls, bookings, front desk, follow-up
- Customer journey map: every step from first search to repeat visit, with waiting times, drop-offs and pain points marked
- Behind-the-scenes map: who does what, with which tool, at each step
- Prioritised fix list: each problem, its fix, the effort and the expected impact
- Redesigned procedures: step-by-step instructions, call and message scripts, forms and templates your team uses
- Tool recommendations (booking, CRM, messaging) with setup instructions
- A 90-day rollout plan and a review session after 30 days