Choreographing the interactions between people and companies
Designing services that work in the real world and can be delivered seamlessly across channels requires understanding a company’s total ecosystem and how far it can stretch. Our team is expert in all aspects of service design and delivery: retail, web, mobile, environments, communications, customer interaction and service operations.
Working with Continuum researchers and strategists, our service design team forms a holistic view of the service experience by studying people’s behaviors and unmet needs. For existing services, we map the customer’s physical and emotional journey to understand their experience and design ways to improve it. For new services, we envision the ideal customer experience and design specific interactions that will bring that experience to life.
Our service design team collaborates across client organizations, with external firms and with Continuum business strategists. We champion the overall vision for the customer experience while testing its viability and designing the internal capabilities to make it work. Rapidly prototyping elements of both the business model and service experience in parallel, we quickly discard weak ideas and refine the strong ones. We create immersive experiential prototypes to test all aspects of back-of-house operations and front-line delivery, while gaining buy-in from key stakeholders. Creating traction within the organization is what makes service transformations real.
We’ve created powerful service experiences across a wide range of categories, including retail, hospitality, financial services, healthcare, dining and health and beauty. With experience across the Americas, Europe and China, our cross-cultural team is comfortable in over 20 languages.