1

Identify

We place a special attention to the first stage of every project to identify challenges and delve deeply into whatever problem you are facing. This is to ensure that we truly know what has been going on so that we could fix it with right solutions.

2

Discover

Understanding your brand and your clients may sound easy, but doing it well is the hardest part. We try our best to gain insights through exploring behaviours, needs and struggles as well as contexts of all parties involved.

3

Define

The process of analysing qualitative data is one of our strengths that leads to original and creative designs based on our interpretation. By catching the right points and bringing out your uniqueness, we can make creative changes to your business.

4

Design

You can be assured that, from organised explorations, we can come up with all possible ideas for the best solutions that correspond to you (the service provider) and your customers.

5

Deliver

Customer experience concerns more things than ambience, services from staff or what people perceive through the five senses. As service design is an open-ended process, we come up with all possible solutions and give advice on how to improve the customer experience. To execute our ideas, we often work jointly with experts from diverse fields, which include technology developer, interior designer, graphic designer, marketer and content curator. They are our lovely partners. So, don’t worry… you are in good hands!

Outside-In perspective

We place a high emphasis on the user-centric approach that allows us to see the situation from the perspectives of you and your clients. Consequently, we strive for interesting facts and suggest the most suitable experience, no matter what your business is about.

Contextual understanding

We never rely absolutely on theories since each project is unique in its own way. We believe that surroundings are the key factors that shape people and make them whom they are today, think the way they think, and do what they do. By knowing all contexts, we will understand you and your customers better.

Customer insight

For every project, we want to know much more than just your basic information. With the use of our toolset, skill set and intuition, we try in every way to seek insights that are hidden somewhere as they are the important keys to many different, yet surprising, solutions.

Holistic thinking

Our solutions will not benefit only you but we aim for win-win-win solutions because we care for you, your customers and all stakeholders. Apart from this, we will examine the whole journey of the service, including pre-service and post-service experiences.

Want to see some project examples?
Our works