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Service design that fixes the flow.
We map how your service actually runs, from the first phone call to the final invoice, then redesign the parts that slow people down. Customers get a better experience and your team stops working around broken processes.
Inventory
What's in the box.
Service mapping
A blueprint of how work really moves between customers, staff and systems, including the workarounds nobody wrote down.
Customer and staff research
We talk to the people doing the work and the people receiving it, because they already know where it hurts.
Process redesign
Fewer handoffs, less double entry and clear ownership at every step.
System fit
Which tools to keep, which to change and where a bit of custom software would remove a whole job.
Prototypes and pilots
New ways of working tested with a small group before anyone commits to them.
Rollout and training
Help landing the change, so the new process sticks after we leave.
Level check
Is this your level?
If two or more of these sound familiar, we should talk.
- Work lives in spreadsheets, inboxes and people's heads.
- Customers complain about the same thing again and again.
- Growth is breaking processes that worked when you were smaller.
- You're launching a new service and want it right first time.
How it plays out
Three stages.
Stage 1
Map
We follow the work end to end and draw the service as it really runs today.
Stage 2
Redesign
Together we design the better version and decide what has to change to get there.
Stage 3
Pilot and roll out
We test it small, fix what we learn, then roll it out properly.
Help screen
Service Design, answered.
What is service design?
Service design looks at a service from end to end, across customers, staff and systems, and redesigns it so it works better for all of them. It covers the process and the technology together rather than one at a time.
Do we need new software at the end of it?
Not always. Often the biggest wins come from changing who does what and using the tools you already pay for properly. Where custom software would remove real work, we can build it.
How is this different from business process consulting?
Process consulting tends to stop at the diagram. We start from the customer's experience, test changes with real staff and can build the systems that make the new process work.
Other players
Combine your moves.
Insert coin (it's free)
Ready, player one?
Strategic CIO, hands on support or a build partner: tell us what you're working on.
hello [at] gameonsolutions.uk