We design five-star service 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
Gain Competitive Advantage
Increase Efficiency
Boost Innovation
Reduce Risk
Increase Revenue
HOLLISTIC
OUR METHODOLOGY IS
We know running a Service is very
complex
it involves multiple areas of expertise...
each expert with their own ways and goals​
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But what they all share in common is
A Customer
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the final judge of the experience holding the rating stars
​​At Cinco we break services down into 5 areas:​
People
Tangibles
Processes
Essence
Touchpoints
The Service Designer
acts as an orchestra director
coordinating and integrating areas so that every expert contributes to a seamless customer experience
​
- Service Design creates harmony and flow -
hover over parts
of the star diagram
Any internal stakeholder who influences the service ecosystem directly or indirectly.
Ex. service providers, administrators, regulators, suppliers
Individuals or groups of people who receive the service.
Ex. users, customers, clients, patients
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, and safety.
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
All processes that are visible to the user, and often occur during the delivery of the service. Ex. checking in, signing up, serving food
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.
Defining the identity, personality, and visual language of the service, ensuring consistency to create a strong and recognizable presence.
In-person or tangible interactions that occur in the real world. They contribute to the sensory and emotional experience in physical spaces.
Ex. storefronts, product packaging, signage, face-to-face service
Through digital platforms or channels; involving technology and software.
Ex. websites, mobile apps. social media, email
People
- Human Centered Design -
Prioritizing the needs, wants, and perspectives of people throughout the design process.
Understanding behaviors, thoughts, feelings, and perceptions.
Tangibles
- Things we use to deliver the Service -
Everything we can touch; assets at our disposition. Props and Places that are part of the service journey.
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.
Essence
- 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.
Touchpoints
- Points of interaction with the customer -
Where the customer and a service provider come in contact. Touchpoints can be physical, digital, or human interactions that occur throughout the customer journey.
Physical objects
Ex. furniture, equipment, materials, tools​
Digital tools
Ex. websites, apps, social media, organizational tools, software
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
Tangibles
- Things we use to deliver the service -
Everything we can touch; assets at our disposition. Props and Places that are part of the service journey.
Objects
Physical objects
Ex. furniture, equipment, materials, tools
​
Digital tools
Ex. 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, and 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
- Points of interaction with the customer -
Where the customer and a service provider come in contact. Touchpoints can be physical, digital, or human interactions that occur throughout the customer journey.
Physical Touchpoints
In-person or tangible interactions that occur in the real world. They contribute to the sensory and emotional experience in physical spaces.
Ex. storefronts, product packaging, signage, face-to-face service
Digital Touchpoints
Through digital platforms or channels; involving technology and software.
Ex. websites, mobile apps. social media, email
Essence
- 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.
