Digital Service Design

Our service designers help you digitalize business processes and develop functional service packages. We model solutions that streamline operations and serve both employees and customers.

Most failed digital projects were not built badly. They solved the wrong problem because nobody mapped it first. They were built to solve the wrong problem, because nobody mapped the actual service landscape before development started. 

We help you understand your users, map your service landscape, and design digital experiences that work for the people using them and the business behind them. Our service designers embed with your team to identify opportunities, remove friction, and define what to build before a line of code is written. 

How we help 

  • Service landscape mapping: understanding every touchpoint a user has with your service, digital and otherwise, before redesigning any of them. 
  • Friction identification: finding where users drop off or staff waste time, with evidence, not assumptions. 
  • Service blueprinting: defining what the new service should actually do before any screens get designed. 
  • Embedded collaboration: working alongside your team rather than delivering a report and disappearing. 

Technology 

  • service blueprinting frameworks 
  • stakeholder workshop facilitation methods 
  • journey mapping tools 
  • Miro and Figma for collaborative mapping 
  • qualitative research methods 

 

Why it matters 

We led the service design and visual design behind the City of Rovaniemi's full website redesign, and the smart event calendar service design for Korundi, Rovaniemi's culture and event center, work that started with mapping how people actually used the existing services before redesigning anything. 

Service design work fails when it produces a beautiful map that nobody refers to again after the workshop. We tie every blueprint directly to a build decision, so the output is something the development team actually uses to scope work, not a document that gets filed away. 

Frequently asked questions

A clear map of your service landscape, identified friction points backed by evidence, and a service blueprint defining what should actually get built, before any development starts.
It varies by complexity, but a focused service design phase for a single digital service often takes two to six weeks. Larger, multi touchpoint services take longer.
Sometimes, but it is worth a short validation pass even then. We have seen confident assumptions about what to build turn out to miss the actual point of friction users experience.
Yes, and it should. We embed with your team rather than handing over a static document, so findings keep informing development as it progresses.