Please enter some search terms

Experiences that deliver for people

Experience & Behavioural Design

Tackling your complex problem often involves changing behaviour or creating new experiences for system users.

We begin Service Design with a human-centered approach, by asking the right questions of the right people.

We build deep understanding of your customers and users across the full service ecosystem. This provides a solid foundation to design a change that is valued and experienced positively by those who are impacted by it and by the organisation itself.

ThinkPlace Services - Experience and Behaviour Design

Here's how we do it...

UNDERSTANDING SERVICE NEEDS

  • User Research: current services and customer contexts
  • Journey mapping and human- centred insights
  • Service Touchpoints/business process mapping
  • Systems and capability required for service delivery

NEW SERVICES AND BUSINESS MODELS

  • Service delivery design blueprints
  • Design of service touchpoint delivery: digital, customer services, capability design
  • Service roadmaps
  • Prototype new services
  • Viable service delivery concepts

BEHAVIOUR CHANGE FOR SOCIAL IMPACT

  • Understand and empathise with current experience and behavioural patterns
  • Generate insights grounded in behavioural theory
  •  Theory of change is developed to guide policy programs, service design, interventions

USER TESTING AND SCALING

  • Design change interventions
  • New service pilots and small scale experiments
  • Service scale business case design
  • Measurement of change and evaluation