Service Design

Service Design helps to innovate (create new) or improve (existing) services to make them more useful, usable, desirable for clients and efficient as well as effective for organizations, It is a new holistic, multi-disciplinary, integrative field.

Service design projects improve factors like ease of use, satisfaction, loyalty and efficiency right across areas such as environments, communications and products – and not forgetting the people who deliver the service.

Bnsights Service Design seeks in practice to identify problems and latent needs in various aspects of people’s lives that can be used to inspire creative generation of artefacts. People’s needs and problems change as their social, technological, and economic living environments change. we will help you to responds to the emergence of new environments and user needs. Our designers team will study users and their usage of artefacts to develop better products and generate knowledge that can be embedded into artefacts. Users generate knowledge through interpretation of this embedded knowledge in artefacts. They need to be able to understand the value, meaning, and the ways to use the artefact in different situations of their daily lives.


Within Exploration phase, our service design team will understand the culture and goals of the company providing a service and verify company capability to deliver such services, this includes a clear understanding of the situation from the perspective of current and potential customers of a certain service is crucial for successful service design.


Creation represents the generative stage within this iterative process and is closely related to the proceeding stage of reflection. These are the two stages between which most iterations take place. It is all about testing and retesting ideas and concepts, this approach is not about avoiding mistakes, but rather to explore as many possible mistakes.


Building on the ideas and concepts from the previous creation stage, it is time to test them. As mentioned earlier, there are many iterations between these two stages of development. Testing physical products is rather easy and consists of building prototypes based on these previously visualized ideas and then testing these prototypes with a few customers or experts to gain feedback and consequently improve the prototypes and retest them until they match their expectations. Service design shares the same iterative approach of testing and retesting.


The implementation of new service concepts by necessity demands a process of change. The management of change is an art in itself. Key to this art are a few basic principles of change management that need to be considered at this point.

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Services We Offer

  • Research for Services
  • Service Vision, Strategy & Planning
  • Service and Customer Journey Design
  • Specification & Implementation Support
  • Training & Development