How we work

01 Identify
Defining Together we can formulate clear questions and goals!

The first and most important step within a project is to define together a clear brief and concrete project goals. Only then can we be certain that we stick to the original aims.

What needs to be worked on in the project? What are your expectations of the results? Which responsible parties need to be onboard in order to ensure a successful collaboration?

These and other questions will be answered at the kick-off of a project.

02 Research – Customer Insights
With us you can get to know your customers better!

In the research phase we will consider everything surrounding your service. We will dive into the world of your employees and customers. Through this research, we will get a good overview of the various stakeholders and context within your business. The goal is to achieve a better understanding of the problems as well as the behaviour of your customers, and how these can be influenced.

Through the use of interactive and creative tools, we can support the participating parties to formulate their existing experiences, needs and motivations. The tools we use at this stage always have an explorative, documentary and evaluative character.

Deep insights into the world of your customer will be gained together with you and with help from qualitative studies, who work with focus groups, ethnographic research, as well as integrating their existing research.

03 Creating – Co-Creation
Together we will turn insights into solutions!

Developing new solutions is a fluid process and the basis for new ideas often forms in the research phase.

Building up on the findings from the research phase, a wider pool of ideas is generated together with the project participants through the co-creation process. The suitability and attractiveness of the ideas are discussed and checked and a final selection is developed further.
Co-creation enables the creative potential of employees and customers to become a part of the design process, and contributes to developing a holistic new service.

When participants help to develop new concepts, they are more enthusiastic about them and they will back and support the implementation process.

04 Testing
We test ideas out before they are implemented!

During the test phase, new or optimised services are tested with help from prototypes, mock-ups, or tried out in small but realistic settings. This helps to discover any weak spots before implementation and any failures that could have wide reaching consequences.

05 Implementation
We translate ideas into reality!

In this phase, the successfully tested service is launched into the brand. Every touchpoint must be designed to meet the brand’s requirements. Your employees should be ready for their new roles both in front and behind the scenes. First successes can often be seen within the first couple of days, whilst other solutions can require a bit more patience and long-term motivation.

We will mentor your project team through the implementation, helping a smooth transition of the new concepts into the hectic of everyday business. We will support you to present the project, and to keep the teams motivated and on the ball. Together we can make plans and co-ordinate responsibilities. Conditions for positive customer experiences and innovative services are generated step by step.

06 Evaluating
You won’t be left high and dry!

After a service has been implemented, it is important to regularly evaluate the success and acceptance of the project. Part of the process of providing a service is to be able to adapt to the needs of your customers.

We will put your services and processes under the microscope and together we can formulate any adjustments needed.