Easy Appointment Scheduling and Timely Reminders
Patients easily schedule appointments through a user-friendly online platform, with real-time availability.
Reminders are sent to patients before their appointment, reducing no-shows.
Service Design
Human-centered experiences that enhance customer and employee satisfaction and drive business success
People, processes, digital and physical tools – if brought together – create meaningful experiences for individuals inside and outside organisations.
Our process begins with the people behind the numbers — the customers with unique needs and the employees who make things happen every day. We listen to their stories, uncover their struggles, and celebrate their successes. Because when we design services around real human experiences, we create something much more than just a solution. We create lasting connections.
Sounds a bit general and unclear? So let’s use our imagination.
Imagine a dental clinic where:
01
02
Stress-Free Arrival
Patients easily locate an available parking spot and find the clinic entrance.
03
Welcoming Atmosphere
Staff greet patients warmly and handle paperwork smoothly.
Efficient scheduling prevents long wait times, staff keep patients informed about delays.
04
Patient-Centred Care
Dentists provide clear explanations of treatment options, costs, and expected outcomes.
05
State-of-the-Art Technology
Electronic health records streamline access to patient histories, and digital imaging systems allow for precise diagnoses.
06
Personalised Patient Care Plans
Each patient receives a personalised plan tailored to their dental needs, budget, and long-term health goals. Progress is tracked, and adjustments are made as needed.
07
Accessible Payment Options
Patients receive clear aftercare instructions post-treatment and are followed up via call or text to ensure recovery is smooth.
All costs are clearly explained upfront, including insurance coverage, payment plans, and available discounts.
Patients can pay through multiple channels to make dental care more affordable.
08
Feedback and Continuous Improvement
After their visit, patients are encouraged to provide feedback through surveys or reviews.
Regular staff training ensures that the team stays up-to-date with the latest practices in patient care, technology, and customer service.
That is an example of implemented service design.
It ensures the patient feels valued, cared for, and confident in the quality of their dental care.
Besides, service design provides good experience for employees and reduces redundancies in the provision of services.
And now compare to:
01
Inconvenient Appointment Scheduling
Patients are required to call during limited hours to book an appointment, leading to long hold times and difficulty securing a slot. There is little to no flexibility for urgent cases.
The clinic fails to send reminders, leading to missed appointments.
02
Disorganised Reception and Long Wait Times
Reception staff may be inattentive, or poorly trained, causing delays in checking patients in or handling insurance information.
There’s a lack of clear communication about delays or wait times.
03
Poor Patient Communication
Dentists or staff provide confusing explanations of treatments, costs, and procedures. Patients feel uninformed about their options and uncertain about what to expect.
04
Outdated Technology and Practices
The clinic relies on paper records, which increases the chance of errors, miscommunication, and delays in accessing patient histories.
05
Unclear or Unfair Billing Practices
Patients receive unclear or unexpected bills after treatment, with additional charges for services not properly explained upfront.
The clinic doesn’t offer flexible payment options, making it difficult for patients to manage costs, particularly for expensive procedures.
06
Inadequate Follow-Up and Aftercare
After procedures, patients are sent home with little guidance on what to expect, how to manage pain, or when to seek further help.
07
Unresponsive to Feedback
There is no system in place for patients to give feedback, and when they do complain, their concerns are ignored or dismissed.
How a good service is designed
People, processes, digital and physical tools – if brought together – create meaningful experiences for individuals inside and outside organisations.
Physical environments
Digital Tools
Processes
People
Service
design
Service Design Process
The service design process involves several key steps to create or improve a service:
01
Research and Discovery
Understanding user needs, behaviours, and pain points through observation, interviews, and stakeholder input.
02
Ideation and Concept Development
Generating and refining ideas based on insights to solve identified problems and enhance the service experience.
03
Prototyping
Creating and testing low-fidelity models of the service (service blueprints, storyboards, or mock-ups) to visualise how the service will work, both from the customer’s perspective and the organisation’s.
04
Implementation
Putting the service into action, aligning teams, processes, and technology for smooth delivery.
05
Monitoring and Refinement
Continuously evaluating and improving the service based on user feedback and performance data.
This process ensures that the service is both user-friendly and efficient.
Service Design
Mindset
To make the process go smoothly, we need to implement the right mindset to people in the company before proceeding to service design itself.
The service design mindset prioritises a holistic, human-centred, and collaborative approach to creating or improving services. It focuses on understanding the needs of both people and businesses and emphasises the importance of designing seamless and meaningful experiences across all touchpoints.
Benefits
of Service Design
01
Improves Customer Experience
Service design focuses on understanding and meeting customer needs, leading to more satisfying and seamless interactions at every touchpoint.
By mapping customer journeys, businesses can tailor services to specific user preferences, improving loyalty and engagement.
02
Increases Operational Efficiency
Service design helps identify inefficiencies, such as redundant steps or miscommunications, which can be eliminated to improve workflow and save time.
It ensures that resources (staff, technology, and materials) are used effectively, reducing waste and maximising productivity.
03
Increases Employee Satisfaction
Service design clarifies employee roles and streamlines workflows, reducing confusion and frustration, leading to higher job satisfaction.
Involving employees in the design process fosters ownership and motivation, as they feel more connected to the outcomes.
04
Reduces Costs
By identifying and removing unnecessary tasks or overlapping roles, organisations can reduce operational costs.
Well-designed services reduce errors and misunderstandings, lowering the need for corrections or rework, which in turn reduces expenses.
05
Facilitates Cross-Department Collaboration
Service design ensures that internal elements like roles, backstage actors, processes, and workflows are aligned with the frontstage team. It guarantees that information shared with one agent is available to all others who interact with the same customer.
FAQ
My company manufactures products. Do I need Service Design?
There is no clear distinction between a product and a service in the modern economy.
Previously, we had to buy a vinyl disk, cassette or CD to listen to music. Now in most cases, we buy a subscription to Spotify or other services.
When we order goods online, the seller has to care about on-time delivery and welcoming support.
Our smartphones are just a part of a larger ecosystem, where cloud solutions allow seamless interaction between devices (smartphone, smartwatch, tablet, desktop).
The App Store, Google Play, and other digital services are well-integrated, providing people with easy access to apps, entertainment, and content.
The seller offers post-purchase support, extended warranties, repairs, and customer service.
Manufactures provide in-person support, hands-on experiences, and workshops, enhancing customer interaction beyond the device itself.
So to make your customer happy, it’s not enough to create a high-quality product. You need to create a pleasant experience.
Is service design only for large companies, or can small businesses benefit too?
Service design is just as valuable for small businesses as it is for large companies. In fact, small businesses often have the advantage of being more agile, allowing them to implement service design changes faster and more effectively.
For small businesses, service design can:
- Help you deeply understand your customers' needs.
- Optimise processes to save time and money.
- Differentiate your business from competitors by delivering a seamless customer experience.
- Enhance employee satisfaction by improving internal workflows.
Whether you're looking to improve customer loyalty, streamline operations, or innovate your services, service design can provide tailored, cost-effective solutions that scale with your business.
Can I start with a smaller project or workshop before committing to a full service design project?
Absolutely! Starting with a smaller project or a workshop is a great way to explore the benefits of service design without a major commitment. We offer discovery workshops and focused sessions that allow you to identify key pain points, map out customer journeys, or prototype initial solutions.
These smaller engagements provide:
- A clear understanding of how service design works.
- Immediate insights and actionable recommendations for your business.
- The flexibility to decide if a full service design project is the right next step.
Think of it as a low-risk way to experience the value we bring while tackling a specific challenge or goal. Let’s start small and build from there!
Let’s Build Something Great Together
Great design starts with a conversation. Whether you have a fully-formed idea or just the beginnings of a project, let’s talk about how we can create exceptional user experiences for your business.
Start Your Journey Start Your Journey