zef/a/me⋅di⋅a/ [zef-er-mee-dee-uh]
a breeze to work with, the Zef draws on intelligent strategy and experience design to craft different forms of digital media

Service Design uses creative techniques to map-out your existing services, study the customer experience, improve services and visualise new ways to reach customers.

Service Strategy

Delivering the right experience and creating business value takes a strategic vision backed with measurable goals. I’ll help you to design a trajectory to deliver the right experience at the right time.

workshopThis will help you to:

  • Visualise what your service might look like in future.
  • Weigh the feasibility of concepts against the market and other business activities.
  • Test concepts with target customers and business stakeholders.

Benefits include:

  • Close attention to the user experience leading to greater customer satisfaction.
  • A service integrated with your online presence and back office systems, leading to reduced customer service costs.
  • Clarity around your requirements leading to lesser chance of changes (reducing overall project costs).

What you get

As an experienced consultant my approach is collaborative and hands-on. I understand the relationships between business goals, marketing plans and technology infrastructure.

Through design-lead workshops, competitive analysis and customer research I will help you understand your position in the marketplace and the aspirations of your customers. Next I’ll create conceptual prototypes – a projection of your future business.

The service strategy will help you to:

  • Decide on the level of investment required for each stage in the trajectory.
  • Reduce risk that stakeholders and customers will reject your initiatives.
  • Incorporate feedback signals to measure success.

The service strategy is a document which includes a vision, measurable goals, return on investment indicators, design projections and a trajectory (roadmap).

Personas

Personas are character profiles of your target audience.
Get insight to their motivations, preferences and work/life scenarios when interacting with your organisation online and offline.
Personas will focus your business on:
  • Identifying who you are designing your service for.
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  • Understanding the users point of view, motivations and goals.
  • Simplifying the design process by putting energy into what matters for users and your business.

Personas focus your team to create better experiences for the right people.

What you get

A fresh and unique approach to personas including statistical analysis, field studies and role-playing. I deliver the personas as posters and the usage scenarios as easy-to-read use cases or cartoon strips.

Service Design Prototyping

Prototyping ensures your service is easy to use, enables your audience to meet their goals intuitively and returns value for your business.
My approach to prototyping is a great way to:
  • Identify issues early.
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  • Enhance the user experience through continual improvement.
  • Ensure the design is feasible.
  • Prove the service will work for users.

My appreciation of open communication means that my prototype diagrams are easy to understand by both technical and non-technical people (avoiding misinterpretation of requirements).

What you get

As an experienced designer my approach is collaborative and hands-on, using paper prototyping, user research and usability testing to ensure the service design not only looks good, but actually works!