SERVICE DESIGNSimultaneously observing and reflecting on the holistic ecosystem or “big picture” while diving into tactical behind-the scenes processes, and human interactions. Concretizing intangible services, and establishing a sequence of events to be able to orchestrate touchpoints – be it human, digital, voice, print or space. Co-create with those that bring the Service into being (employees & vendors), and also those that benefit from it (customers). Gather data from multiple research methods tailored to the project.
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BUSINESS DESIGNBringing a design mindset to business. In the early-stage human-centered innovation and business strategy process, everything is a hypothesis, as the exploration of desirability, feasibility and viability inform each other. Assumptions are laid out and rapidly validated in the real world, business constraints and possibilities emerge, and slowly but surely a clearer picture emerges. Revenue streams, business models, partnerships, process optimization, organizational structure, and even company-level strategy come into play
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INNOVATIONUsing any means necessary to gather the required knowledge and connecting dots to create something novel. The data comes from multiple research methods — Moderated desirability testing, contextual inquiry, workshops, interviews, surveys, market scans, comparable inspiration and other techniques. Ideas are driven by cross-functional collaboration — business, technical, experiential — a keen eye on market and organizational direction and ensured business success.
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