Digital service design

Research into the student application journey, focussing on the main UCAS application window.

If this work isn’t done at the start of your change process, ultimately you risk replacing one broken system with another.

It’s a compelling notion that 'behind every great customer experience is a great employee experience'. But does that match reality?

Are your frontline staff wrestling with poorly designed digital tools held together with fragile processes?

A little bit of service design can go a long way. The trick is to be focussed, purposeful and design your communication with a specific outcome in mind.

Internal service design is a term Clearleft uses with clients to emphasise how important the employee experience is in shaping the customers’ experience.

Keeping up with customer expectations and market competition.

Over my 15 years of being involved with the early stages of the design process, there is one technique that I use time and time again.

We all contribute to designing a service that works from end to end and from front to back.

The captioned videos and Q&As from SofaConf 2020 are now live to watch and share.

That's a wrap!

The biggest effect you can have when designing an online form is to ask the right questions, and only the right questions. In this video, Richard shows how the question protocol can help you do just that.

We start every project with an awareness that we’ll leave as soon as is practical, and it’s our job to make sure the client and their team are in the right place when we do.

Moving beyond products to designing end-to-end services that work front-to-back.

The one thing that has stood me in good stead throughout my whole career is taking a system’s approach to all problems - no matter whether they are at a service or product level.

At our recent mini-conference, I gave a talk with founder Rich Rutter on the subject of service design heuristics and how you can evaluate if you are doing a good job.

The term “UX Designer” no longer represents the breadth and depth of what we do. Not because we’ve changed, but because the term itself has come to mean something different.

Exploring the gaps and commonalities between UX and Service Design.

As Service Design becomes more digitally focused and UX projects become more and more service oriented, a shared space between the disciplines emerges. This post digs into this shared space by exploring the processes and methodologies that UX and Service Designers use in their day to day work.

With the rise of Digital Services, the boundaries between the disciplines of Service Design and UX Design–and the role of the designer–are becoming increasingly blurred.

When large organisations attempt to transform themselves, they try to do it wholesale. This often leads to significant push-back, with the more risk-averse departments slowing or derailing the process entirely. Here's how a multi-modal approach can help.

Have you ever started filling out an form online, only to abandon the process halfway through? If so you wouldn’t be alone. This post explains a simple technique for getting more people to complete your forms and provide the information you require.

For the longest time I’ve maintained that Service Design was a specific discipline, distinct from UX Design. It’s true that they have a lot in common, like the way both fields approach problems through a user-centred lens. They also use many of the same tools, such as design games and personas. Even some of their distinctive tools, like the service delivery blueprint have similarities with our own user journey maps. But if you spent any time with a credible Service Design agency five or ten years ago, you’d easily spot the differences.