Transforming customer experience using service design methodology

Gain a strategic competitive advantage by providing best-in-class customer experience

We are ready to help with

Top customer experience sets expectations for all other types of experience in the industry. We will help your business set this bar through research, design, prototyping, testing, and the deployment of CX initiatives with your team.
01
CX strategy design & implementation
Get a vision of how customers should interact with your brand to get the best experience and build an actionable plan to achieve that.
02
Existing experience enhancement
Change of interactions with customers at existing touchpoints to enhance customer satisfaction scores, decrease churn, and grow your net promoter score (NPS).
03
Employee experience
Undertake research and redesign of your employee experience to achieve more satisfaction, motivation, and productivity in the workplace.

Service design will help you find answers

  • How do we increase profitability?
  • How to make brand ambasadors from your customer
  • How do we increase the average order value
  • How do we attract the best employees and retain them?
  • How do we get a market advantage that is difficult to copy?
We are ready to discuss your project
Schedule a call or write email at bizdev@craftinnovations.global

Capabilities

  • Complex CX consulting
  • CX audit
  • Physical and digital experience design
  • Employee Experience audit & design
  • Employee CX methodology traning

Methods

  • Ethnographic research
  • CX strategy workshops
  • Iterative prototyping
  • Solution validation tests

Transforming the existing experience process

Certain projects may not require each of the stages below. The necessity of each stage is always discussed at the “first touches” – calls and e-mails.
01First touch
  • 01First touch
  • 02Research phase
  • 03Design stage
  • 04Validation stage
  • 05Deployment satage
  • First touch
  • Research phase
  • Design stage
  • Validation stage
  • Deployment satage
  • First touch
  • Research phase
  • Design stage
  • Validation stage
  • Deployment satage
01 — First touch

The goal is to understand what business goal you are trying to achieve and what methods will help do this with the best value, in time and budget!

Time to deliver: On-demand
02 — Research phase

At this stage we do customer research activities to gather necessary data and insights about customer experience, behavior, expectations, decision triggers, and other information that can help us to achieve our goals.

Time to deliver: On-demand
03 — Design stage

Based on the research results, business context, and goals, the CI design team, together with company representatives, works on solution design, prototyping of future changes, and assessment of the solution’s technical and business viability.

Time to deliver: On-demand
04 — Validation stage

Before final decisions are made, our goal is to validate the fact that the new solution meets customers’ expectations and project goals. We design and conduct quantitative and qualitative tests to answer these questions.

Time to deliver: On-demand
05 — Deployment satage

Our team supports you in the deployment process and internal change management at this stage. In conjunction, we help to assess ROI measurements of the target KPI.

Time to deliver: On-demand

Case studies

Neofin – product Design for FinTech Startup
Customer research for ‘loyalty program’ design

Frequent questions about service design

What industries are applicabele for service design?
The Service Design methodology applies to any industry, B2C, B2B, G2C services & products. Our Team has experience in FinTech, Banking, EdTech, Retail, Manufacturing, IT, Entertainment.
How do you know that your design is good?
Data. Any product, service, website, etc., have business goals and appropriate metrics. To achieve that, we use a mix of tests (quantitive and qualitative) at each stage of the design process to validate that what we are doing corresponds with the goals
How much do your services cost?
We are transparent in our approach. After discussing the project goals and context with you, we make estimations, descriptions of works for each stage and send you a budget. It's better than guessing :)
Do you have developers?
Craft Innovations don't have in-house developers, but we have a few trusted partners so that we could be a single touchpoint for design and development services
Do you support products you designd after?
Yes! We have different forms of support and SLA, depends on project type.

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