Service Design Thinking Consulting

Bridge the missing link between service delivery and service promise, to transform your customer experience.

Get Practical With Service Design Thinking!

Every day as a consumer, you come across organizations – both public and private – who do not live up to their service promises. The outcome: you are on the constant lookout for an alternate provider.

As a brand, you often put the delivery of a consistently irresistible service in the “too hard” basket. However, with the lines between hardware, software, and services blurring, in the service or experience economy, you need new tools, to craft memorable and valuable experiences for your customers, employees, and stakeholders.

At Marketers Touchpoint, applying practical service design thinking principles, we help you bridge this missing link between service delivery and service promise. We identify the customer agitations, frustrations and motivations across the different touchpoints they interact with your brand over days, weeks, or even months., that impacts the holistic experience. Taking the front and back-office into consideration, as well as the fact that services often cut across departmental silos and involve many different people in their delivery – we help you identify the missing link.

service delivery delivery and service experience, service design and customer experience

These value based questions being as an abstract, as you conduct a broad discovery to understand the customer better and moves to more specific as you learn more and are ready to build a prototype.

  • To whom shall the services be provided?
  • Where will the services be delivered?
  • How does the customer interact at each stage and with whom?
  • When will be the service be delivered?
  • Where does the customer go once they are done? and so on.
  • Which trends affect how the organisation conducts its business?
  • How will the brand behave coherently across multiple touchpoints?

At Marketers Touchpoint we believe in the value of the practical and strategic design of all aspects of services. Whether it be the website or marketing communication, the queue you stand in, the wait time with the call-center personnel, the packaging of the postal delivery, or the intricacies of the business model that reinforces the service — we believe all of these can and ought to be designed well.

We focus on a real project or challenge your organization or team is facing by gathering real insights, and help you create solutions that can empower leaders and employees to create instant, durable and positive change.

 

 

Service Design Thinking Offering

Practical Service Design Offerings

To deliver appropriate service and confirm if it’s in sync with what the customer receives and their expectations, we use a technique called service blueprints.
current state blueprint, future state blueprint, roadmap journey

Current State Blueprint – To Enable CX

An assessment of the service you provide today, putting you on the path to measure and monitor how your business is delivering with current people, processes, and systems. The service design thinking workshop includes buyer personas, use cases, empathy maps, journey maps, AS-IS service blueprints, prototype boot camp, Six Sigma / Kaizen based process engineering.

Future State Blueprint – To Accelerate CX

Future State Blueprint – To Accelerate CX

A vision of the service your organization wants to provide in the future, reflect business strategy, customer expectations, and innovation of service delivery. The service design thinking workshop aids to jump-start customer experience and service management. It includes buyer personas, use cases, empathy maps, journey maps, big picture, AS-IS and Envisioned Future service blueprints, prototype boot camp, Six Sigma / Kaizen based process engineering.

Roadmap – To Transform CX

We examine your organization’s Customer Experience & Employee Experience priorities, uncover both tactical and strategic areas of opportunity to transform the service experiences and design for the transition – from the current state to future state. It includes UX Audit, CX Audit, buyer personas, empathy maps, journey maps, big picture, AS-IS and Envisioned Future A to B service blueprints, prototype boot camp, Six Sigma / Kaizen based process engineering, transition plan, estimate of budget and resources.
In addition to the tangible outputs, service blueprints provides many crucial points around which those involved in the service delivery or management of a service can convene.

Service Design Project Coaching

As thought-partners we offer tactical and strategic advice and expertise to get your digital transformation, customer experience projects off the ground, with the option for you to ask questions or seek feedback on your efforts.

Mesmerizing Speeches

If you’re planning a meeting or an offsite event, we’ll charge the session with compelling CX/EX content. We can engage your audience on a wide range of topics related to customer and employee experience, digital transformation focusing on why you are embarking on this journey.

 

Related Services

Marketers Studio

Our marketer’s touchpoint workroom or studio includes creation of brand identities, logos, websites, campaigns, videos, infographics, illustrations, animations etc.

Marketers CTO

Information Technology is central to marketing. We identify the relevant tools (Marketing Automaton, CRM, CSM, PRM etc) and identify the relevant integrations to capture data, make sense of it by generating valuable insights for taking timely decisions.

 

Our Approach

Practical & Actionable

Focus on generating actionable insights and real work that goes into your touchpoint experiences, roadmaps, and product backlogs, both tactical and strategic.

Hands On & Empowering

We dive right in with hands-on, interactive methods that teach you to fish and enable and empower your cross-functional team.

Tailored & Accessible

Streamlined, tailored approach to your opportunity space, laser-focus on the problem at hand, optimized process to make service design accessible to people and teams who’ve never done it before or stuck-up, and “just enough” theory to help you get moving.

How Are We Different

We help you build competencies that are required to sustain long term success.

We combine our thought leadership and your ground realities (voice of your business, customers, employees, and process’s) to understand the dynamics of your organization and accelerate CX & EX results.

We help you build competencies that are required to sustain long term success.

We combine our thought leadership and your ground realities (voice of your business, customers, employees and process’s) to understand the dynamics of your organization  and accelerate CX & EX results.

Driven Leadership

Leadership DrivenDo your leaders consistently walk the talk and operate on a set of well articulated values?

 

 

Harness VoC Power

Harness VoC PowerIs  voice of customer and insight embedded throughout your internal processes?

 

 

Credible & Practical  Brand Values

Credible & Practical Brand ValuesDo you deliver your brand promises consistently to your customers and stakeholders?

 

 

Empowered & Engaged Employees

Empowered & Engaged EmployeesDo you treat employees like they will make a difference to achieving the goals of your organization?

 

 

Service Experience Is A Journey, Not A Project. We can help you make a difference! Partner with us in building the capabilities to consistently delight customers.


Innovatus Marketers Touchpoint LLP is a customer experience, marketing, service design, design thinking and business innovation consulting firm, based in India. We offer go-to-market and digital strategy consulting and help our clients rethink and redesign customer and employee value in the digital era. We offer design thinking workshops and consulting, tailored to enable, accelarete or transform your business. We are laser-focused on the problem at hand and your opportunity space, and optimize process to make design thinking and service design principles accessible to your employees who’ve never done it before or stuck-up, and provide “just adequate” theory to help you get moving and achieve outcomes.

You may reach out to Vidya Priya Rao @ +918080015500 or email @ vidyapriya.rao@marketerstouchpoint.com

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