Transforming customer experience by service design

Gain a strategic competitive advantage through providing best in class customer experience

We are ready to help with

The best customer experience sets an expectations bar for any other experience in the industry. We will help your business set this bar through research, design, prototyping, testing, and deployment of CX initiatives with your team
01
CX Strategy design & implemintation
Get a future vision of how customers should interact with your brand to get best experience and build an actionable plan to achieve that
02
Existing experience enhancement
Change of interactions with customers in existing touchpoints to enhance Customer Satisfaction Scores, decrease churn, and grow NPS
03
Employee experience
Research and redesign of your employee experience to make them more satisfied, motivated, and productive in their workplaces

Service design will help you find answers

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

Transformation existing experitnce 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,
other information that can help us to achieve goals.

Time to deliver: On-demand
03 — Design stage

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

Time to deliver: On-demand
04 — Validation stage

Before final decisions are made, our goal is to validate 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

At this stage, our team supports you in the deployment process and internal change management. As well we help to assess ROI measurements of the target KPI.

Time to deliver: On-demand

Case studies

Customer research for ‘loyalty program’ design
Marketing kit design & website development
Design thinking workshop for school kids

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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Craft Innovations has become one of the most recommended marketing agencies worldwide
User Research that drives businesses
How user research can help you make the right business decisions
11 Traps of Cognitive Biases in Product Design
How not to get trapped by your brain while making decisions in service or product development
Customer experience design for metaverse
What is a metaverse, and how brands and businesses can provide a quality customer experience there
Customer Satisfaction Score metric
When to use and how to calculate CSAT
7 best methods for ideation
Practical tools to boost the creativity of your next brainstorming session
Jobs theory – how people ‘hire’ and ‘fire’ products
What is Jobs-to-be-Done framework, and how to apply it in product development
5 metrics to measure customer experience
Key performance indicators to measure loyalty and customer experience