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Design a seamless end-to-end process.
Whether you’re integrating a mobile app with a physical experience or looking for a deeper understanding of your multi-channel shopping process, service design will leverage user research to optimize your processes. We work with you to understand each element of your business and determine the best way to gather user insight. After identifying the current processes' strengths and weaknesses with your customers, we collaborate with internal stakeholders to design an optimal end-to-end experience. You will come away with a deeper understanding of your users and a path forward to help your business grow.
We help answer questions like:
How do we provide a holistic experience for our users across all our touchpoints?
What are all the individual components of our users’ experience with us?
Are our users getting stuck in unexpected places?
What are the best and worst parts of our experience?
What improvements of our experience should we prioritize?
Where are the opportunities to delight our users?
What can I expect from service design with Centralis?
We integrate the full complexity of your offering into a holistic, user-centered design.
In-Depth Research
Our service designs are informed by those with the most experience – your users. We always ground this process in an understanding of their perspective.
Comprehensive Analysis
Users see your experience as a single process, meaning every element counts, and we will consider all the details in our final design.
Omni-Channel Expertise
We have experience studying users in-person and we know our way around interfaces, so we can help with both the physical and digital aspects of the process.
Internal Alignment
We’ll help you bring all of the internal players together and unite them under a single vision of a customer journey that they can all support.
and is helping our teams be more attuned to user needs and perspectives."
- Centralis Client
FAQs about Service Design
What kind of research informs service design?
Service design can be informed by a variety of methods (either alone or in combination), including journey mapping, contextual inquiry, and usability testing. We will work closely with you to determine the best methods for your situation.
When should I do this?
Service design is ideal when you need a deeper understanding of how a process works, or when you are launching a new experience. We begin with a holistic benchmark of your entire process, and then we prioritize the places that are ripe for growth.
How do you align all the various stakeholders?
At the beginning of this process, we will convene all the relevant stakeholders to learn about their needs, goals, and constraints. We make sure we have input from everyone before designing a process that works for each element of your business, and we keep everyone involved along the way.
How do you visualize a service design?
We will take your businesses’ needs and goals into account and choose the optimal final design together. Some common options include journey maps, process flows, and prototyping for specific interfaces.
More questions about service design?
Case Study: The Big Picture
The Art Institute of Chicago, one of the most highly regarded museums in the world, was looking to enhance their experience by offering digital tours within their mobile app. After developing beta versions of these tours, the Art Institute asked Centralis to gauge the extent to which their content and features aligned with visitors’ needs and desires.
Why Centralis
We have over 20 years of experience and the numbers to prove it:
- Centralis Client