Our services Service design

Our services Service design

How can you know your customers at every point in their journey?

The ultimate customer experience.

A consumer always uses a product or service in order to achieve a greater goal. Having a fun day out with the family, or getting the right kind of help in hospital. Understanding your customer at every point in their journey, and making sure that your organisation contributes to that journey, isn’t an easy matter.

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The three ingredients of service design.

Each service design project consists of three important parts:

  • Research. More specifically design research, such as context mapping and interviews. A service design’s scope is large by nature and the questions are complex. Much knowledge is stowed away in the heads of the various people that are involved in the service.
  • Orchestration. ordering platforms in space and time, in journeys or on maps. This is at the core of Service Design, the orchestration: what will be the central concept and what will be the recurring theme? And then: how do we create it?
  • Organisation. Your organisation must be able to offer and support the required user experience. How will responsibilities change? Which new tasks will appear? Which new skills will be needed?

Service design on tour.

Van Gogh multimediatour

We looked at the full chain of service design, and developed an ecosystem with which you can get to know the multimediatour in all channels. The result were images, games and audio in three user-friendly tours, in 11 different languages, all of which can be played on a single new state-of-the-art device from Imagineear. But above all, you take a plunge into the life of Van Gogh, his paintings, his letters, the myths.

Self service border control.

Schiphol

For Schiphol we developed the automatic border passage. We researched the traveller experience as well as the working environment of the border control staff. We developed concepts, flows and 1:1 prototypes. This way we made sure that physical space, the gates themselves and the interface blend into une user experience.

Tinder for homeswapping.

HuisjeHuisje

HuisjeHuisje is a new platform with which we can re-invigorate the sluggish rental housing market. In a 'Design Sprint' we laid the foundation for this app. We determined the starting points and developed a workable demo, causing several associations to join in too. Swipe, like, match: finding your new home in an easy and personal way.

The orchestration of touchpoints, places, processes and people.

To explain Service Design in one sentence we use Cheryn Flanagan’s definition: “Service Design is the orchestration of touchpoints, places, processes and people, which together support the complete user experience.” Service design requires customer experience maps, stakeholder maps, service blueprints, and more.

Fabrique, thoroughbred service designers.

At Fabrique we see communication, interaction and transaction as one whole. We have been building and designing websites, apps, and printed publications for our clients for years, and have been combining them into clever journeys. Our teams of designers and researchers keep the helicopter up high and make sure no tool, platform or application becomes an island. Together they make up the total customer experience.

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+31 6 51 031 486

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