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.