Service Design

Service design is a methodology that unites research, strategy and design to create services that are “user-friendly, competitive and relevant” (Service Design Network). 

Drawing on tools and knowledge from a range of disciplines including design, business, marketing, science and anthropology, the service design process starts from the ‘backend’ of the service experience; uncovering gaps and opportunities for improvement in an organisation’s people, resources, processes and culture.

Based on these insights, an ideal service and customer experience is mapped out, researched, validated and delivered. 

As service designers aim to improve both the employee and customer experience, there is an emphasis on co-creation and adopting a user-centred, holistic approach to solving the problems identified, amongst other guiding principles. 

To learn more, check out our blog posts and case studies of work we’ve done in this space.

Ideation phase of service design jam.
Ideation phase of service design jam.
Service Design

Our First Service Design Jam: New Tech for Older Users

Jennifer Metcalfe Jennifer Metcalfe June 5, 2018 4 mins

“A new generation of older adults is beginning to demand far more out of later life than ever before.”   Last Wednesday, we hosted our first Service Design Jam at Claisebrook Design Community.   Joined by people from Bankwest, Silver Chain, Western Power, Telstra Health and Grandton, we explored ideas and solutions for how tech…

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What Does A Service Designer Do?
What Does A Service Designer Do?
Service Design

What Does A Service Designer Do?

Jennifer Metcalfe Jennifer Metcalfe May 25, 2018 3 mins

To people outside of the industry, it’s not immediately clear what a service designer actually does. Put simply, a service designer plans and organises the processes behind the delivery of a service, to create the best customer experience (and therefore organisational outcomes) possible. They look inwards to the organisation’s resources and workflows, and then outwards…

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Judgement Day for Design: Is there too much bad design?
Judgement Day for Design: Is there too much bad design?
Service Design

Judgement Day for Design: Is There Too Much Bad Design?

Joshua Bailey Joshua Bailey April 11, 2018 1 min

Think about your day-to-day interactions with products and services. From public transport to apps and shopping centres, there are many instances of poor design decisions that flood our lives. And yet we generally accept this to be ok. Take, for example, the parking signs below.     Typically, we read parking signs as we’re driving…

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A smiling humanoid robot created with a human-centred design approach.
A smiling humanoid robot created with a human-centred design approach.
Service Design

The ELIZA Effect: A Lesson in Human-Centred Design

Jennifer Metcalfe Jennifer Metcalfe April 6, 2018 1 min

Every human interaction is emotional: delightful, surprising, uncomfortable, stressful. It’s the truth that human-centred design is based on. And it’s no different with technology. You’re convinced the computer crashes itself whenever you’re doing important work. That the tinny voice of automated customer support just oozes sarcasm. Or that Siri shares your sense of humour. That…

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Service Design Jam Eliza_ 2018
Service Design Jam Eliza_ 2018
Labs , Service Design

Eliza_ launch ‘Service Jam’ in WA

Joshua Bailey Joshua Bailey April 4, 2018 1 min

A ‘Service Jam’ is a Service Design and Design Thinking hackathon where attendees learn to rapidly generate ideas and prototype solutions to real-world problems. A globally networked event, Eliza_ are bringing a taste of this series to Perth. On the 30th May, we will be running a ‘Service Jam’ day where you’ll join like-minded curious and…

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do-you-want-market-share-with-that
do-you-want-market-share-with-that
Service Design

Do you want market share with that?

Sam Rees Sam Rees November 1, 2017 2 mins

I don’t know about you, but I don’t like the pizza at Domino’s Pizza. But I can’t help be impressed by the brand. And the digital transformation that has taken place. Despite my lack of interest in fast food, my teenagers see Domino’s Pizza as a preferred food group.  Subliminally, I have been witnessing Domino’s…

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Service Design

Why everyone’s buying Design firms

Dan Bradley Dan Bradley May 9, 2017

“Today’s most beloved technology products and services balance design and engineering in a way that perfectly blends form and function… and VC firms increasingly see the importance of design.” John Maeda, DesignInTech Report | 2017 Design is how it works Design as a discipline and process is finally being understood as so much more than…

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