-07.png){kind=small}
for customers and service providers
We design five star experiences
Our job is to help you design services that actually
Frictionless, easy, and fool-proof
Valuable
S E R V E
Enjoyable
Relevant
Effective
Smooth
Delightful moments and interactions
Contemporary and future-proof
Worthy of people's time and money
Efficiently satisfying jobs to be done
Our goal
is to help your business
Increase Efficiency
Boost Innovation
Gain Competitive Advantage
Reduce Risk
Increase Revenue
HOLISTIC.
OUR METHODOLOGY:
Service Design
at cinc✪ is about
Working closely with companies to understand
their business offer and holistically aligning
it to their customer demand...
We analyze services from 5 different angles:
With a clear diagnosis of a business, we develop a tailor made strategy to best organize efforts in order to optimize the service.
Then, we take tangible action; bringing ideas, recommendations, and solutions to reality, to create a five star service.
People
Props
Tone
Processes
TouchPoints
People
- Human Centered Design -
Prioritizing the needs, wants, and perspectives of people throughout the design process. Understanding behaviors, thoughts, feelings, and perceptions
Audience
Individuals or groups of people who receive the service. Ex. users, customers, clients, patients
Actors
Any other stakeholder who influences the service ecosystem directly or indirectly. Ex. service providers, administrators, regulators, suppliers
Props
- What we use to deliver our service -
Assets and things we have at our disposition. Understanding how we can strategically use our props to enhance the tangible parts of the service
Physical & Digital Artifacts
Physical objects that help us deliver the service. Ex. furniture, equipment, materials, tools
Digital tools such as websites, apps, social media, organizational tools, software
Spaces
The physical environment/areas where the service is delivered, or supporting processes take place. We analyze them to optimize the layout, user movement and flow, wayfinding, lighting, ambiance, safety
Processes
- How we do things -
The set of activities or steps that we perform in a particular sequence or order to achieve an outcome in the service. They are a way to organize and structure our work to ensure that it is done efficiently and effectively.
Frontstage
Backstage
All processes that are visible to the user, and often occur during the delivery of the service. Ex. checking in, signing up, serving food
The internal operations that support the delivery of a service, but are not directly visible or experienced by the user. Ex. managing resources, training staff, making food, cleaning
Touchpoints
- Where we come in contact with the user -
Points of interaction between a customer and a service provider. They can be physical, digital, or human interactions that occur throughout the customer journey.
Bidirectional
They have a two-way nature that involves feedback. The service provider interacts with the user and the user can interact back.
Ex. customer service calls, chatbots, front desks
Unidirectional
They have a one-way nature. The service provider interacts with the customer but the customer does not interact back. Ex. no-response emails, brochures, product samples
Tone
- The atmosphere and "vibe" we convey -
What we project and our users perceive. The character, air, spirit, and feel we create. The goal is to INTENTIONALLY set a tone that is in line with our brand. With it, we create emotional connecitons with our users.
CONTACT
We would love to hear from you.