Service Design

Whenever people deliver information, products, or services to other people, thoughtful and intentional service design can make the whole process better. At its simplest, service design is the act of organizing the way people interact with their physical and digital environments to give and receive any kind of resource to other people. But in a complex organization, service design can be far from simple. Number 41 has over 20 years of experience doing service design projects with large organizations. No matter how complex, we can help you dig into your service models and unearth ways to make them better.

Research and Analysis

We conduct interviews and work sessions, do field research, visit work sites, review processes, and investigate target audiences, market trends, and competitors. We gather data on user behaviors, preferences, and pain points, as well as information about organizational strategy, goals, and objectives. We analyze all of it and then we report our findings and make service improvement recommendations.

User-Centric Design

We apply human-centered design principles across all of our service design activities to ensure that the services we design actually serve the humans who must use them. We keep the humans front and centre by creating personas, user journeys, and service model prototypes to test and iteratively refine the service with real people.

Cross-Functional Collaboration

We can collaborate with people from all your organization's various departments and management structures -- executive, marketing, IT, customer service, etc. -- to make sure we align our service design activities with your overall business strategy, objectives, and capabilities.

Prototyping and Testing

We create service prototypes as part of our collaborative design process. This helps us convey our ideas to the project team and gather feedback. Later, prototypes will be used to test and gather feedback from users. Iterative design via this prototyping, testing, and refining cycle allows us to improve service concepts and details before implementation.

Implementation Support

We assist with the implementation of new and improved services, providing guidance and support to ensure a smooth transition from concept to reality.

Continuous Improvement

We advocate for an ongoing commitment to service improvement and can design and support processes for monitoring and analyzing service performance post-implementation. We emphasize the importance of adapting services based on real-world feedback and changing service conditions.

Technology Integration

Where appropriate, we carefully consider and incorporate relevant technologies to enhance service delivery, whether through digital platforms, automation, or other innovative solutions.

Training & Change Management

We offer training programs and change management support to help organizations adapt to new service models. This ensures that employees understand and can effectively deliver the improved services.

Project Highlights

  • BC Ministry of Emergency Management and Climate Readiness Project: Changing paper-based ESS referrals into a new electronic system.
  • BC Ministry of Public Safety and Solicitor General Project: Modernizing security screenings.
  • Alberta Ministry of Justice Project: New traffic administrative penalty ticketing and adjudication process.
  • Alberta Ministry of Education Project: Digitizing the teacher complaint and review process across Alberta.

If you'd like to learn more about how we can help your organization with service design, please Contact Us.

Do you have service design skills? We are currently hiring. Email us at recruiting@number41media.com