Our proven service design frameworks bring together people, products, and processes to deliver the right results. We also train and empower your teams and organisation for the future.
Our Service Design team crafts exceptional, inclusive digital experiences using a human-centred, holistic approach. Our approach focuses on understanding users through research to map seamless customer journeys.
With an interdisciplinary mindset, we bridge organisational silos and enhance processes, systems, and structures to create differentiated and enhanced customer and employee experiences.
From strategy to execution, we embed service design across your organisation beyond digital transformation. Our expertise shapes digital and informs physical ecosystems around your users' needs, engaging customers, empowering employees, and delivering business value.
As a leading service design agency, we’re the right partner for organisations looking for human-centred, results-driven digital services and wider transformation.
There are many reasons you may need a service design partner:
Cyber-Duck's service design teams can help:
Whether you need help executing pre-existing service design strategy or require an end-to-end plan, we're ready to collaborate as your service design agency. Our human-centred approach will engage users, empower employees, and drive results.
Cyber-Duck's expertise has really shone through – from helping us define our website's purpose and developing user personas, to finding a way to distil all the content we have into a powerful and user-focused navigation. They guided and supported us every step of the way, bringing a wealth of knowledge and skill to the table.
Our E.V.I.D.E.N.C.E framework, underpinned by our ISO-accredited delivery approach, uncovers human-centred issues within your services, sets new inclusive, sustainable service standards, and helps bridge the gap between strategy and meaningful change.
We start by deeply understanding your organisation and service through research methods like surveys, interviews, and ethnography. By mapping interactions between customers, staff, systems and data, we understand how your service flows end-to-end. This results in an “as-is” service blueprint - a detailed visualisation of all the elements in play. Through this research, we also begin to ideate potential improvements, from small tweaks to full redesigns.
Next, we rapidly prototype and iterate on the most promising service redesign opportunities uncovered during research. This could involve journey maps, walkthroughs, diagrams, or interactive prototypes to bring ideas to life. By continuously collaborating and sharing progress, we align on your future “to-be” service blueprint and desired customer experience.
Finally, we become your implementation partner to build, launch and iterate on the new service. Our technology team delivers the new digital products, DevOps processes and ongoing optimisation. More than just implementation, we work closely with you to monitor and refine the service even after launch, ensuring it continues to meet your goals and the approach is embedded in your organisation’s culture and operations for future success and ongoing value-add.
Whatever the project or particular challenge you have in mind, we’re here with the right people, process and technology to help deliver the transformation you need.