Design Human-Centered Services
For a service to be functional it must be human-centered, constantly receiving feedback and fully operative.
How can you understand the true needs of a user/citizen, while optimizing every point of contact with the service?
As service designers, we know that every part of the process must be carefully planned, especially when resources are limited.
Our partners range from the Municipality of Thessaloniki, to help improve the social service “Help at Home”, to the international foundation “Robert Bosch Stiftung” for the creation of educational programs for the digitisation of social services. We know (very) well the importance of a fully operational service.
Institutions that have trusted us to co-create
Services or train them in Service Design
What does Service Design mean to us?
1. Empathise
We research and learn in depth the users of the service we are examining and their characteristics (persona). We plan step-by-step (user-journey) all the touch-points, we analyze all the resources (material equipment, human resources, technology) required by the provider to operate the service (service blueprint) and we create a common understanding with all the stakeholders for the structure of the service.
2. Ideate
We do not design or update services based on assumptions, but based on the real needs of the users. What are their digital skills? Their age? What should the pace and speed of the service be? Social services must be derived from social needs and at this stage we take care to create ideas that have been based on the 1st stage (EMPATHIZE) and involve all users of the service.
3. Prototype
We improve the touchpoints of the service that are most important to the user, but also to the provider, and we test a prototype of the improved service. This way, we save resources, while simultaneously keeping track in real time of any new changes and their impact. We welcome user feedback as we look to improve our services in line with user needs.
4. Test
We conclude the service design with a holistic report of the tools, the process and the challenges we encountered. We produce toolboxes with the conclusions that are open to the public, so that the process can be used by other entities as well. We coordinate feedback meetings of the working group, dissemination of the results in society and for every stakeholder. Lastly, we archive all the information of the service and all the steps we took along the way.
WHY SHOULD YOU TRUST US WITH YOUR NEXT SERVICE?
User priorities
User needs are always in the center of our work.
Innovative tools
Our Service Design tools come from the most innovative organisations globally.
Resource management
We utilise our 10+ years of experience, network and expertise to save you time and resources.
Empathy
We collaborate with the Local Government, the public and private sector as well as Civil Society to carry out comprehensive projects.
We partner with anyone that creates socially impactful projects:
MUNICIPALITIES & REGIONS
ORGANISATIONS & NGOs
INNOVATION & RESEARCH BODIES
CSR DEPARTMENTS
INSTITUTIONS
