Solutions
Service design
Designing seamless, scalable services that work
Design services that work – front to back, for everyone.
We map how people interact with your services – and how your organisation delivers them – to uncover gaps, align teams, and redesign for seamless experiences.
Whether you’re improving a single journey or transforming at scale, we help you reimagine future-ready services that are efficient, commercially viable, and built around real needs.
Struggling with inefficiencies?
Service design reveals gaps, inefficiencies and inconsistencies in how services are delivered – helping you streamline operations and deliver services that work better for everyone.
Overwhelmed by constant change?
Service design helps you stay ahead of evolving user needs, policy shifts, and market pressures – revealing new opportunities to adapt, improve, and stay relevant in a fast-moving landscape.
Need to align goals with real-world delivery?
Service design bridges strategy, user needs and operational capability – helping you design services that are desirable, feasible and aligned with your long-term objectives.
Did you know?
20%
Companies that integrate service design into their operations can see up to a 20% improvement in customer satisfaction.
25%
Organisations focused on service design can see a 25% increase in revenue due to more efficient, user-centered services.
The benefits of service design
Say goodbye to operational pain points
Resolve operational pain points
Surface inefficiencies across systems, suppliers and internal processes – enabling more seamless, efficient services.
Deliver seamless, end-to-end experiences
Connect every part of the journey – across channels, teams and systems – to ensure people experience a cohesive, consistent service from start to finish.
Understand your service ecosystem
Map how platforms, tools and processes connect – unlocking opportunities for innovation while ensuring digital delivery aligns with real business and user needs.
Bridge silos and align teams
Foster collaboration across departments – uniting teams around a shared understanding of users and the services they experience.
Balance desirability with feasibility
Ensure services are not just user-centred, but operationally and commercially viable – ready to scale and succeed in real environments.
Link transformation to measurable value
Connect service improvements to clear business outcomes – making the impact of transformation visible and accountable.
Experts in service design
Leading companies choose us for a reason
Proven approach
We apply established, evidence-based frameworks to help you understand and transform your entire service ecosystem – empowering holistic, lasting change across your operating model.
Expert guidance
Our team evaluates and elevates your digital and service maturity – supporting you from initial assessment through to successful implementation and beyond.
Accredited excellence
Our expertise is recognised by the Service Design Network – Europe’s leading authority for service design professionals – ensuring quality you can trust.
See us in action
Creating a scalable customer journey framework, through human-centred service design
Find out how CACI helped Handelsbanken embed a customer-centred service design approach across their products and services through the creation of a new, scalable customer journey framework.
Awards & accreditations
There’s more where that came from
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FAQs
Answers to common questions about service design.
Service design benefits businesses by streamlining operations, improving customer experiences, and fostering better collaboration between teams. By identifying and redesigning operational inefficiencies, businesses can achieve smoother processes and reduce redundancies. Additionally, service design enhances customer satisfaction by creating seamless and satisfying interactions, leading to increased loyalty and higher sales conversion rates.
The main principles of service design include focusing on the needs and experiences of users (User-Centered), involving all stakeholders in the design process (Co-Creation), considering the entire service ecosystem including all touchpoints and interactions (Holistic Approach), continuously refining and improving the service through feedback and testing (Iterative Process), and using data and research to inform design decisions (Evidence-Based).
User experience (UX) design focuses on enhancing how users interact with a specific product, aiming to improve usability and satisfaction. It involves activities like user research, wireframing, and usability testing.
Service design, on the other hand, considers the entire service ecosystem. It involves designing and organising all components of a service, such as people, infrastructure, and communication, to enhance the overall experience. Key principles include user-centered design, co-creation, and iterative processes.