TUSI services | Experience
Service design
Service design is the complete redesign of a service, from what customers see to the processes and people that make it possible behind the scenes. Through human-centered research and service blueprints, TUSI finds where the experience breaks down and designs a service that is simple for customers and workable for the organization.
A good service is more than a good-looking screen
Customers don’t see the organization chart; they experience a single service. When each department designs its own part in isolation, customers fill the gaps themselves, with phone calls, waiting and repeating their details.
Service design finds those gaps and treats employees as users of the service too. For S&H Hypermarkets’ channels, CRM requirements and an RFP were prepared before any design began, because a digital channel doesn’t work without the process behind it.
Front stage
What the customer experiences in every channel, at every moment.
Back stage
The processes, systems and people that make the service possible.
Joined up
Every channel and department delivers one service.
What we do
Human-centered research
Observing and talking with customers and employees.
Service blueprint
The customer journey and the back-stage processes mapped side by side.
New service design
Defining touchpoints, channels and service rules.
Employee experience
Designing the tools and roles of the people who deliver the service.
Digital and technology
Defining system needs and writing the requirements.
Service measurement
Setting quality measures and monitoring them.
“If a subcontractor’s experience doesn’t match the brand promise, your brand is what that subcontractor experienced, not what you said in your campaign.”
When you need this
Recurring complaints
Customers get stuck at the same point again and again.
A service spread across departments
No single department owns the whole experience.
Digitizing a service
An in-person service has to move to an online channel.
An unpopular internal system
Employees won’t use the new tool.
How we work
Understand
Research with customers, employees and data.
Map
Map the current state and where it breaks down.
Design
Design the new service and a prototype of it.
Implement
Test, train and support the rollout.
Selected work
S&H Hypermarkets website and app
CRM requirements, an RFP and online sales design to build new channels to customers.
MCI Business
The brand for MCI’s enterprise services unit: from scattered execution to one orderly whole.
Parseh Institute
Redesigning an online sales channel for users with little time and complex choices.
Frequently asked questions
How is service design different from customer experience design?
Customer experience looks at the whole relationship with the brand. Service design redesigns one specific service, with all the processes and people behind it.
What is a service blueprint?
A diagram that shows the customer journey alongside the work of employees and back-stage systems, and reveals where things break down.
Is this only for service companies?
No. Any organization with after-sales service, customer support or internal systems benefits from service design.
How are fees for service design set?
Fees are set after the discovery meeting and confirmed in the proposal. They depend on the scope of work, the size of the organization, the number of deliverables and the timeline.
Why TUSI for service design?
TUSI’s researchers, strategists, designers and developers work side by side, so a service is seen both from the human point of view and from the point of view of delivery.
Related services
Where does your service lose its customers?
In an introductory meeting, we review your organization’s brand together and map out a recommended path.
