SERVICE DESIGN

Service Design
We can assist with all the tasks to develop a new target operating model.
We assist leadership teams to fully understand the strengths and weaknesses of their current service design.

We can produce all the required documentation to ensure new service offer particulars are captured, made transparent and clear for senior management to sign off on and ensure implementation reflects the agreed design.

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Target operating models :

As part of a new service launch or a transformation of an existing service, we can assist with all the tasks to develop a new Target Operating Model.
We can produce all the required documentation to ensure new service offer particulars are captured, made transparent and clear for senior management to sign off on and ensure implementation reflects the agreed design.
We will work with internal staff, at all levels, as well as end-users, to ensure the service offering clearly prescribes delivery that meets their particular requirements, whilst addressing the weaknesses or opportunities that have been identified.

Service and process design :

We can deliver end to end service reviews to assist leadership teams to understand fully the strengths and weaknesses of their current service design and business operating models.
We can scope design options and assist leaders in constructing new target operating business models and service level agreements that best deliver the business' newly defined outcomes.
We can provide case studies and benchmarking analysis to advise and help develop new service key performance indicators to ensure tracking of performance and ensuring industry service standards are met.

Policies and principles :

We have particular experience in cross-service system harmonisation; customer service; and customer journey transformation, where details have been redesigned to reflect operational changes within a contact centre context.
Often driven by technology innovation, we can ensure new service design for new technology infrastructure adheres to the government or industry design principles, whilst working with business leaders to develop new policies and incorporate existing policies to ensure they are part of the framework for service design. We are on hand to ensure the customer and their user experience remains at the forefront in a change or new service design.

"Service Marketing delivers when great communication meets a good service design."
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User Research

We connect across ubiquitous experiences to help brands deliver the right experiences at the right place and time for their customers.

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We focus on value creation for clients and use integrated approaches to deliver pragmatic transformation solutions and benefits at a pace.

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We supply consultancy and interim solutions to digital and service design projects businesses across the UK and globally.
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