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.

Find your day.

Tate

Our observations proved that people could navigate the buildings quite easily. So we proposed a 'dayfinding app' instead of a pure wayfinding solution. An app that asks you ''what do you feel like doing?''

Self service border control.

Schiphol

We turned the strict custom counters 90 degrees and developed automated border passages. Shape and interactivity guide the traveller. We'll go on to guide the further implementation of the passages and continue to measure user experiences, which will serve as input for future passage developments.

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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