Service Design (SERVD) is about making the service you deliver useful, usable, efficient, effective and desirable. It’s about designing the intangible and tangible elements that make up the way you deliver your service to customers.

Service Design (SERVD) uses a range of established and new design tools that are used to identify, define and optimise systems, touchpoints, people’s roles and the ecologies that deliver innovative services.

Factotum was an early adopter and pioneer of Service Design and so we have a lot of experience of working with organizations to improve their services and customer experiences.


The Services Sector

In the UK, there has been a massive shift in economic power from manufacturing to services in the past five decades. In 1948, British industry (including manufacturing, oil & gas extraction, and utilities) accounted for 41% of the British economy but by 2013, it was just 14%. At the same time the service sector’s share of the economy has risen from 46% to 79%. (Source: The Guardian ).

Compare the UK’s GDP from services to Europe’s where it is 72%, China has 45%, the USA 71% and worldwide it is 65%. (Source: The Economist)

How can Service Design make a difference

We can help you identify opportunity areas to expand your current service offering, define new services and working with customers test those services.

Service design is part of a design triangle that works in conjunction with experience design and user interaction design.

Diagram of Service Design, UX and UI
Service Design, UX and UI

We  design and develop customer experiences, products and offerings to improve the way they enable your customers interact with a service.

With have 14 years experience of developing innovative and award winning services working with banks, pension funds, financial services, insurance and superannuation funds .

We identify change candidates based on value and prioritise based on impact, dependencies and and ROI. We design every aspect of a service; the frontstage CX,  it’s touchpoints, actor’s roles, key journeys, omni-channel strategy and backstage operations, processes, policies, and capabilities. We look at the service context and the service ecology from digital, apps and websites to retail environments and marketing collateral that form a connected system from customer engagement to acquisition to retention and then advocator activation to customer exiting and retirement.


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