Consistently delivering a service offering that not only matches your competitors, but delights customers and exceeds their expectation - is a company-wide undertaking, and certainly not something left to Customer Service, Marketing or IT alone to deliver. Experience Architecture provides a means to understand the customer centric, cross-functional, ‘joined up’ view of all necessary contributors to achieve outstanding customer experience.
Our Business Design Method has evolved over 14 years of professional practice in architecture and design. It is not tightly scripted; the choreography is reshaped according to the business problem we are seeking to solve. The value add is less about the process itself but the insight, experience and judgment of those applying it to customise the steps, calibrate content and detail and choreograph the engagement process for a specific purpose.
In progressive organisations much attention is given to a desired customer experience, with service designers fashioning digital and physical interactions to satisfy and delight. We have found there is often a disconnect between the experience vision and the ability for the organisation to execute
We are in a new era of humanism.1 Soon, through augmented reality devices, digital information will no longer be consumed through rectangular phones and screens but will be overlaid onto our physical environment. Already, customer and employee experience is the axis of business strategy for brands seeking to build loyal followers and advocates in an increasingly fragmented and volatile marketplace.
Combining human centred design with business and technology architecture to drive large scale business renewal in service of customer and employee experience.
Over the last five years, we have been on a journey that has led us to a unique design space that both provides a means to understand customer and business problems more deeply and achieve traceability from goal to required change.
We are delighted to announce the appointment of Luke Greive to the newly established role of Industry Executive - Aged, Community & Disability Care.