Consultancy Services


We can take your ideas through from first inkling to functioning service or help you tackle specific problems. Each client project has a different need or service focus. We work with clients to see each project as part of a three stage process or journey: exploration, development and delivery. These phases are connected but can also stand alone in their own right.

We work with each client to undertake an initial consultation session, assessing which points in the process will have the most return on investment. For example, interventions may include: moving from product to service thinking; improving customer engagement and experience; improving current service delivery; or expanding user propositions.

Some of the more common requirements are set out below. If you don't see what you need here then get in touch. Use our contact page or fill out the form below. We'll get back to you straight away.

Exploration

Observation and Research
Working closely with client to observe current service implementation, plus researching context and competitors to create tailored profile of service landscape in which they currently operate. We might use psychographic research techniques and tools like digital cameras and video recorders to capture insights.
Ideas Workshops
Running client-led ideas generation workshops to develop concepts and map out potential service innovations and improvements. We may employ tools such as games, role playing, story telling, group sketching, mind mapping, or persona development.
Modular Service Appraisal
Working with client to break down and re-envision current service delivery offer into self-contained modular elements, to improve efficiency and ensure maximum sustainability. We might consider the cost effectiveness of the way you deliver specific elements of your service, or look for opportunities your business could take advantage of.

Development

Service Strategy
Developing strategies for service development that are predicated on genuine customer insights, as well as operational efficiency or value for money.
Co-Creation
Supporting clients to develop new services or innovate existing services, in collaboration with their users and/or providers as equal partners in the process.
Rapid Prototyping
Testing services in-development through the creation of fully-functioning prototypes. By acting out a service or getting staff members to try out use newly designed tools on each other we can test new service delivery methods and trial them at an early stage of development
Touchpoint Design
Creating logical, attractive and accessible service touchpoints to provide the optimum user-experience.

Delivery

Toolkit Production
Developing complete toolkits for service delivery, covering all the key service requirements and insights at the end of the ideas stage to help you procure what you need to deliver your service.
Engagement
Ensuring maximum participation with services through the development of engagement strategies and multi-channel communication activities to increase customer reach and participation.
Blueprinting
Creating logical, comprehensive service blueprints. We will help you develop and map out ideas and the service journey your users and providers experience, in a visual way that is easy to understand. This will help you evaluate key ideas and insights, so you can see where everyone who delivers it, how they work and your customers fit into what you deliver, to inform future strategy.

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