Service Design

Nearly 80 percent of the US economy (and nearly 70 percent of the global economy) is based on services. Service design is the set of design methods for our post-industrial age. Leading brands have turned to service design to improve existing services and to innovate new ones. Governments and not-for-profits have also recognized the value of service design to help improve the quality of social services.

Foossa helps organizations across sectors in all aspects of the service design process, from research to concept development, to prototyping, testing, and public implementation. We have worked with organizations ranging from Fortune 500 corporates to local governments, to non-profits, and multilateral organizations like the United Nations. Our service design projects have ranged from technology to retail to health and social services. 

Our process is collaborative and participatory. We specialize in engaging and bringing front-line service providers and customers/users into the design process.

Service design concerns itself with delivering value to customers and users across different contexts, touchpoints, and platforms. Service design helps integrate human and technological systems to deliver compelling and consistent value. 

For example, think about how we interact with our bank in different ways: we can now deposit checks using a smartphone and manage our accounts through an app or website. We can pay using our credit card or smartphone, and sometimes we use an ATM, visit a physical branch office, or call customer support on the phone. As consumers, we expect consistent quality across all of these touchpoints. In order to deliver a quality service, we need to cut across traditional organizational and disciplinary silos and to engage the people closest to and most affected by given service.

Contact us for a free consultation to learn more about our case studies and to discuss how service design can benefit your organization.