Service Prototypes

It's important to make things real, quickly. I'll find inventive ways to bring ideas from inception into reality and keep them evolving as we learn. Concepts can be mocked-up using digital touchpoints, environments and human behaviours. Together we’ll try out your service concepts and run experiments to measure what works and what doesn’t.

​​​​​​​​​​​​​​​​​​​​​​Key Moments Storyboard

A storyboard showing the moments that customers value the most. It will enable you to align your whole workforce to deliver the things that matter to customers most. A storyboard is a handy visual aid you can use to describe the unique features of your service that can even be used to help you to brainstorm new ideas.

Customer Segmentation

Realistic portraits of your key customer groups help you to understand who they are, how they vary and what they value. A vital asset for any business needing to appeal to more mature markets.

Customer Journey Map

An articulated framework that outlines the chapters of your journey. A tool for analysing  the sentiment, experience gaps and opportunities. Journey maps provide an essential base for setting metrics to measure and manage your customer experience.
Actionable Insights

Grounded with real customer stories, a few good insights can be enough to change the course of your business. A good insight will offer new depth of understanding to your customers and translate directly into new ideas that they will value.
Training materials

Your frontline staff are your most vital asset. A positive staff attitude will reflect directly on your customers. Providing the right culture and training will ensure your staff can execute transactions easily, and most importantly focus their attention on meaningful dialogue with customers.


Workshops of varying lengths can be delivered in relation to any of the products above. Our workshop on how to conduct user research has been particularly popular so far. It's a great starter for any business that's new to user research and will empower employees to make a start that will add value to your bottom line.
Project Mentorship

If you're already doing some research and would benefit from expert guidance along the way, I can mentor teams to help steer them in the best direction to achieve solid and actionable results.