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Discover
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These are the tools we use
Service Research Tools
Hover over each
Desk Research
Context
{ Analysing the businesses environment}
Surroundings
Trend Analysis
The goal of trend analysis is to stay ahead of the curve and anticipate future customer needs, preferences and behaviors. This allows us to create innovative and RELEVANT solutions and adaptations that meet the changing demands of the market.
PESTEL Report
A framework used to evaluate the external macro-environmental factors that can impact the success of a service. PESTEL stands for Political, Economic, Sociocultural, Technological, Environmental, and Legal factors.
Competition
Benchmark
Benchmarking involves comparing the performance of one's own services to industry standards and best practices, additionally, the competitor analysis involves analyzing the strengths and weaknesses of one's competitors. We can identify areas where our services excel and areas where they lag behind.
Market Positioning
Brand positioning refers to the unique position that a brand holds in the minds of its target customers compared to its competitors. By analyzing brand positioning, we can understand how our brand is perceived by customers and where it stands in relation to our competitors. We identify opportunities for differentiation and make informed decisions about how to position our brand in the market.
Field Research
People
{ Analysing those involved}
Audience
Empathy Maps
An empathy map is a visual representation of the customer's perspective and can be used to capture the customer's thoughts, feelings, and behaviors. It can help us gain a deeper understanding of their needs and wants.
Audience Mapping
Understand the different groups of people that are usign our service. We identify and categorize users into groups to better understand their needs, preferences, and behaviors. We then can ensure that we meet the needs of our target audiences and our service is relevant and appealing to them.
Actors
Stakeholder Analysis
Helps us to identify and understand the individuals and groups that have an impact or are impacted by the service. Stakeholders can include customers, employees, suppliers, partners, regulators, and other parties that are directly or indirectly involved in the service. This analysis is useful in understanding their different perspectives, needs, and motivations to ensure that we meet the needs and expectations of all stakeholders.
Employee Organizational Map
This map provides a visual representation of the different roles, responsibilities, and relationships between employees within an organization. It helps us understand the internal structures and processes within an organization.
Props
{ Analysing what we have}
Spaces
The physical environments in which a service is delivered, as well as the spaces available for backstage opperations. By analyzing spaces, we can identify opportunities for optimization and improvement. For example, we may identify areas where customer flow can be optimized to reduce wait times, or areas where signage and wayfinding can be made easier to navigate. We may also identify opportunities for creating a more immersive and memorable experience for customers, such as incorporating sensory elements or designing spaces that encourage social interaction.
Artifacts
Props and artifacts refer to the tangible items that customers interact with during the delivery of a service, such as product packaging, menus, signage, and uniforms. By analyzing them, we ensure that they are not only functional but also aesthetically pleasing and memorable. We can also identify opportunities for incorporating sensory elements, such as smell and touch, to create a more immersive and rich experience for customers.
Processes
{ Analysing how we do things}
Front Stage Processes
The parts of a service that are visible to customers, such as interactions with staff and the physical environment. By analyzing them we understand how they can be optimized, be delivered more efficiently and effectively, and have customers live a positive and memorable experience.
Back Stage Processes
The parts of a service that are not visible to customers, such as behind-the-scenes operations and internal systems. With their analyses, we can identify opportunities for improvement and efficiency, such as streamlining processes, improving systems, and reducing waste. We can also identify areas for training and development, such as improving the skills and knowledge of employees.
Touchpoints
{ Analysing our interactions}
Unidirectional
Unidirectional touchpoints are a type of touchpoint in service design that are linear and one-way in nature. They refer to the interactions between customers and the service, in which the service provides something for the customer (such as information), but the customer does not provide anything back. For example, a customer receiving an informational no-response email, seeing an advertisement, using a test product, etc.
Bidirectional
Involves two-way interactions involving feedback, between customers and the service, where the service provides something for the user, and they can respond back. For example, customer service calls, a chatbot, reviews, human interaction, etc.