Experience

Service Design

Understand and engage with your customers by creating and delivering delightful, differentiated and effective services.

Overview

01

Define the need

Pinpoint your users’ needs and provide seamless and compelling experiences

02

Drive loyalty

Strengthen relationships and trust between you and your customers

03

Capture market share

Gain a competitive edge on challengers by building brand equity and market share

Start a conversation

Creating signature services

Every successful service delivers moments of discovery, excitement and delight—moments in which users realize why that service is worthy of their time and money. In a marketplace increasingly crowded with new apps, experiences and offerings from incumbents and newcomers alike, holistic and strategic service design has never been more important.

“Great services happen when every moment is intentionally designed and nothing is left to chance.”
Jessica Leitch
Head of Service Design NA, frog

It takes more than screens to make a service successful

The service economy is growing, and positive experiences are the primary way that consumers choose one provider over another. In order to transform their business, today’s service providers must recognize that their brand is the first experience they deliver. They can no longer rely on products and services delivered individually and inconsistently to their customers, patients or employees. To provide the valuable, efficient and effective experiences today’s consumers desire, organizations must unify their brand and offerings within a holistic service design framework.

That requires going beyond the screens to create intentional, meaningful experiences and interactions across the customer journey. Service design allows organizations to balance internal and external stakeholder needs to ensure that both the organization and their customers are set up for success.

How we do it
For many businesses, service design is a new frontier. But frog has been at it for decades, integrating the best practices from research, strategy and other design disciplines to help our clients reimagine their existing services and launch innovative new service experiences. At its most effective, service design becomes a way of thinking that permeates your organization, turning every experience touchpoint into an opportunity for a signature moment.
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Reimagine existing services
We combine qualitative and quantitative user research, market analysis and KPI tracking to help clients grow, improve or transform their existing services.
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Invent and launch new services
We help create new services by imagining your future customer experience, establishing the vision, defining the service proposition and supporting in build and launch. We are particularly skilled in service definition and launch for product-led organizations.
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Build service design capability
We help clients build and strengthen their internal service design capacity and capabilities by working side by side to guide them through our proven service design approaches and methodologies.
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Empower services with data and technology
In the era of mass data and digital services, new offerings must be informed by the latest data science and technology. We combine decades of human-centered design experience with data analytics and systems thinking to help clients develop innovative, data-driven services and experiences.
More insights
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Co-Design Leads to More Equitable Outcomes