Services

I combine various methods to understand people’s needs and uncover opportunities to provide value.

Design Research

In every conversation, in every engagement, I look not only into questions of “what”, but also of “how”. I combine different user research methods to generate insights that inform the design process, mapping out design requirements early on. The exact combination of these depends on the project challenge and client needs.

Methodologies:
  • Interviews (in context)
  • Remote interviews
  • Shadowing / Observation
  • Mobile ethnography / Diary Studies
  • Competitor analysis / “Mystery shopper” 
  • Co-creation workshops with end-customers


Service Design

You might be launching a new product. Maybe trying to grow your business by offering new value through services. Or you might have a process problem that you need to unpack. I work closely with my clients and their teams to define the innovation process. We start by bringing the right people together in a workshop or a Design Sprint. I orchestrate the appropriate activities for the challenge at hand, using various tools (e.g. Vision Storyboards, Personas, Customer Journeys, Service Blueprints, etc) — to get the best possible results.

Customer Journey Mapping

Need to evaluate an existing service? Figure out what needs to be improved?

Together with my clients, we analyse the customer experience across touchpoints, from digital (web/ mobile/ email) to analogue (signage/ communication) and human (e.g. customer support agents). Carrying out user research across touchpoints helps you understand the weakest points of the service and how to best connect the dots.

How do you address complex problems?

Every project requires a unique approach. Are you working on a challenging, complex problem that requires a systemic analysis to address? Here is how I modified the Design Sprint methodology to unpack the complex problem of flight delays — read on Medium: Hacking the Design Sprint method to solve a complex problem


Concept Testing

Depending on the project stage, certain evaluation techniques are more appropriate than others. Are we looking into a new venture? We need to know the value proposition is solid and perform a concept test with potential customers. The evaluation of an established service on the other hand, would focus on improving the design. 

I help my clients and their teams do “user testing” the right way, validating value first, before evaluating design details. We work together to prepare prototypes to test with potential users either face to face or remote.

Read my article on Medium on this topic: Escape the trap of user tests: focus on the service value


I help design products and services that people need and that make sense for the business to develop. Have a potential project in mind?

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