Service Design & UX
This page explains one of our disciplines. If you are looking for a solution to a specific problem, it is quicker to start from the challenge. See the challenges
What it is
Solutions people can work out without a manual
UX is about how a single screen behaves. Service design is about the whole process around it: what the customer does before and after, who takes over in the office, and where things usually stall. The two belong together, and we work on them as one.
In practice that means talking to the people who will use the solution, mapping the customer's route from end to end, and building clickable prototypes you can try before any code is written. Moving a button in a prototype costs far less than moving it in a system that is already live.
When we use it
When it pays to draw the solution before building it
Design is not a layer added at the end. It decides what gets built in the first place.
- Several departments disagree about how the solution should work
- Users have to have it explained before they can use it
- It will be used by people with no time to learn a new tool
- The process runs across screen, phone and physical work
- You need to show the idea to someone before you can get budget for it
What it solves
Problems that look technical but are design problems
-
The system is not used as intended
We look at how the work actually gets done and lay out the flow to match it, instead of asking people to change their habits.
-
Customers ring instead of clicking
We find where in the process they drop out, and rebuild it so the errand can be finished without help.
-
Our people in the field do not use it
We cut the interface down for use under pressure: few choices, large tap targets and no screens that need calm and a good signal.
-
The product is hard to explain
We turn what a buyer cannot see from the outside into something they can try against their own situation.
In practice
Design that made it into daily use
LEKI Aviation
Sales automation and e-commerce for aviation
2m+
spare parts in one sales flow
Universal Apps
App platform lifts sales and loyalty in the auto industry
80+ apps
on one platform, without starting over
Bygma
Digital driver app streamlines Bygma's delivery processes
Fewer errors
documentation happens at delivery
Have an idea?
We also help turn new ideas into something real — from the first set of numbers to something that runs.
See how we work with ideasFrequently asked questions about UX and service design
What is the time frame for a UX & service design project?
It depends on the scope of the project, but we work with clear phases and deadlines, so you always know what the next step is.
What kind of projects can you help with?
We work with everything from the redesign of digital platforms to the development of complex service systems and the optimization of customer journeys.
How do you work with user engagement?
We use methods such as interviews, workshops and user tests to ensure that our solutions match the needs of users.
What is UX & Service Design?
User Experience (UX) and service design is about creating intuitive and effective solutions that improve customer experiences and business processes.
Not sure what you actually need?
- A reply from one of us by the next business day.
- A no-obligation review of your situation.
- Clarity on which options are relevant to you.
- A concrete plan, if you choose to go ahead.