Service Design Strategy
At Studio Vi, Service Design Strategy is about shaping and optimising user and service journeys strategically. We analyse how users experience your services and translate these insights into strategies that enhance satisfaction while contributing to the efficiency and goals of your organisation.
Our approach bridges business processes with user needs, improving not only user satisfaction but also operational impact. From crafting frictionless journeys to improving service processes, we help organisations create long-term value for both users and stakeholders.
Sam Designer
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Our Area of Expertise
Journey Mapping
Mapping user journeys and service processes is essential to understanding how users experience your services. At Studio Vi, we utilise journey mapping to visually represent interactions between users and your organisation. We identify pain points, untapped opportunities, and inefficiencies within existing processes. This provides a comprehensive view of the current state and lays the groundwork for strategic improvements that enhance both user satisfaction and streamline internal processes.
Goals and KPIs
Service processes should not only enhance user experiences but also contribute to the strategic objectives of your organisation. Together with your team, we define clear goals and key KPIs to demonstrate improvement success.
Think in terms of metrics like user satisfaction, retention rates, and operational efficiency. This results-driven approach ensures our solutions deliver value not only to users but also to the business itself.Service processes should not only enhance user experiences but also contribute to the strategic objectives of your organisation. Together with your team, we define clear goals and key KPIs to demonstrate improvement success.
Think in terms of metrics like user satisfaction, retention rates, and operational efficiency. This results-driven approach ensures our solutions deliver value not only to users but also to the business itself.
Optimisation of User and Service Processes
A seamless service experience arises from streamlining user and service processes. Our experts analyse existing journeys and identify opportunities for improvement to minimise friction and increase user satisfaction. Whether it’s about shortening waiting times, improving self-service options, or simplifying workflows, we design processes that meet user expectations without compromising operational efficiency.
Integration of Digital and Physical Journeys
In a world where users seamlessly switch between physical and digital channels, ensuring a uniform experience is essential. We help organisations bridge these channels to deliver a unified journey. Imagine a user placing an online request and easily resolving it in a physical location—no data lost, no time wasted. Our approach ensures a consistent brand experience that fosters trust, loyalty, and higher conversions.
Service Prototyping
Implementing new service concepts introduces risks without proper validation. With service prototyping, we test new processes, user scenarios, and workflows before they’re fully implemented. By using realistic scenarios and user feedback, we identify bottlenecks early and refine solutions. This process ensures improvements are not only viable but also have a direct impact when implemented.