Service Design & User Research

Our Service design Capabilities

Service design and user research is one of our core capabilities and it includes:

• Usability Testing
• User research
• Service Architecture
• Rapid prototyping
• Content design
• UX design

What is Usability Testing?

1. Usability testing is one of the effective techniques used to determine how usable a business service is. It is an ISO standard used to see if service owners meet user expectations, matching client’s business decisions to real world. Usability testing is carried out through formal or informal testing (Agile usability testing) and consist of 4 steps
   • Create Test Plan
   • Facilitate Test
   • Analyse Test Data
   • Create Test Report
2. Our testing team work closely with our clients quality assurance team to create and execute the test plan and analyse test results that provide insight to service design and solution delivery fed to delivery teams

What is User Research?

1. The purpose of the User research is to conduct research and setup the scope of the study according to the research objectives. The outcome of the research is the application of the design.
2. Our experienced design teams conduct insightful qualitative and quantitative user research into our client’s target customers with emphasis on uncovering the most valuable insight in the shortest-possible time frames
3. Our researcher will support client to design according to their key design principles while keeping in mind the metal models of the service user.
4. We have the expertise in identifying, engaging, recruiting and researching with service users, helping to get the insights our clients need to drive decision making and service delivery
5. Our user research techniques include Polls and surveys, Call centre analysis, focus groups and diary studies

How do our service design offering benefit our clients?

1. Service Design is the activity of planning and organising people, infrastructure, communication and material components of a service in order to improve its quality and its interaction between service provider and its customers (Service users). It supports key business activities and processes such as Disaster recovery, Business Continuity, Incident Management, Facility Design and Capacity Planning.
2. We deliver a hybrid of service offering based on our clients individual needs. Deploying our distinctive capabilities in this area is driven by our client’s vision and implemented by our specialist teams of architects and strategist.
3. Elements of our service design proposition includes Service roles, Principles, Proposition,Service Model, Platform Requirements, Processes, People, Products, Journey & Experience.
4. Our service architects work with clients to help articulate their service requirements end to end, using a range of methods such as Design workshops, digital prototyping, visual design, content modelling, design sprint, user-validated hypotheses and concept development. Our architects will focus on understanding current service and use insight from current model to design the future state.
5. Our integrated service proposition includes user experience design, digital strategy and service optimisation

How do we collaborate with clients?

1. We enable our clients to conceptualise and develop their products and Services using concrete evidence.
2. Our consultants are well vast in design with certification in SCRUM and years of experience in this area and they are comfortable delivering in an Agile environment.
3. We use rapid prototyping to test ideas and hypotheses with a range of customer segments to see what resonates.
4. We fully engage with our clients and their delivery teams throughout the process in order to understand their needs.