To understand components, relationships, and dependencies, we map the ecosystem in which a service exists. Using design thinking techniques, we generate ideas to explore in stakeholder research activities.

Using exploratory research techniques, we gather qualitative data, analyze findings, highlight insights, and create actionable design criteria for more valuable, immersive, and differentiated solutions.

Our deep understanding of user need is illustrated in comprehensive and descriptive experience maps. Based on those understandings and concept development work, we illustrate alternative solutions in prescriptive maps featuring detailed concepts for multi-channel touchpoints.

Leveraging our technical expertise in digital and physical design prototyping, we build and test our concepts with real users in real and virtual environments to make what was intangible, tangible. Our expertise in usability engineering brings rigor and results in clear direction for development activities.

We illustrate the end-to-end customer experiences in service blueprints to specify each interaction, touchpoint, front-stage action, back-stage action, and the support technologies required to deliver the intended offerings as they unfold over time.

We help shape cross-company understanding of the new service model, plan organization processes, and aid in implementation.