Our Services

We have developed our services to align with our core values and our approach. Our aim is to create long-lasting customer value for our clients, resulting in a greater customer experience and profitability.

Customer Journey and Insights

 

If you want to understand your customers, how they interact with your product / services, how they feel about you and your offering and what are the key opportunities / improvements you can tackle, Customer Journey and Insights is for you.

Ideate

  • Develop baseline Customer Journey Map (As Is)

  • Research and analyse customer behaviour and sentiment (data gathering)

  • Analyse customer sentiment

  • Identify pain points and opportunities from customer feedback

Create

  • Create future state Customer Journey Map (To Be)

  • Develop data points to measure effectiveness of solution against the journey map

  • Conduct IMPACT assessments to forecast the impact of the solution to the customer

Operate

  • Maintain Customer Journey map (updates as new functionality drops)

  • Identify opportunities for improvement

  • Provide measurements and metrics to track improvement in customer experience

Service Design

 

If you want to understand how to deliver value to your customers via services, from understanding what resources are required to deliver the service, what tools are required, what steps / processes are taken to provide the service, and which service is deemed to be important to your customers, Service Design is for you.

Ideate

  • Develop baseline Service Design Blueprint

  • Develop Business Process Architecture

  • Conduct Service Research

  • Identify areas of potential improvement / opportunities

Create

  • Design future state Service Design Blueprint

  • Design ideal business operating model

  • Identify changes to Business Process Architecture

  • Develop To Be processes

  • Conduct Business Impact Analysis

Operate

  • Define measures and metrics to monitor effectiveness of service design

  • Provide guidance on monitoring tools and techniques to assess service design effectiveness

Strategy using Design

 

Design is not just for the realm of creativity and aesthetics, it can be a very powerful way to shape organisational strategy, from product/service development, market growth strategies, employee experience, product pricing models, and go to market strategies.

We have been fortunate to be involved in strategic engagements where we helped shape the organisations strategy using design methods and approaches.

Ideate

  • Enable your senior leadership team to explore your organisations untapped potential and uncover opportunities to explore further

  • Provide your senior leadership team tools and techniques to quickly assess the commercial viability of these ideas whilst keeping it desirable for customers and within the constraints of technical feasibility.

Create

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  • Help your delivery teams execute against the strategy set by senior leadership by providing them with tools and techniques from the design toolkit

  • Embed design practices into technical development teams as well as other traditional practices such as business analysis.

Operate

  • Ensure that your organisation is measuring what is important to both the customer and the organisation

  • Provide tools and techniques from the design toolkit on how to measure solution effectiveness

  • Provide design techniques that will enhance continuous improvement practices in your organisation.

 
Like our services? Want to know more about what we can do for you and your customers?

Get in touch and let's work together on your customer-centric transformation.

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