PSYKHE | Service design

Service design

Turn your touchpoints into one connected experience. We map customer journeys, design service systems, and align your front-stage experience with back-stage operations so everything works together.

Capabilities

Our service design offerings

Customer journey mapping

We trace how your customers actually move through a specific workflow - where things work, where they don't - then design what it should look like instead
Timeline: 2 weeks

Service blueprinting

We connect what customers experience with what's happening backstage - your teams, systems, handoffs - so you can see where the gaps are and fix how it all connects.
Timeline: 3 weeks

When service design might be what you need

When the same friction keeps resurfacing because teams and systems aren’t talking to each other.

When customers experience friction moving between channels - your app, website, store, support - because these touchpoints aren't connected.

When you've scaled faster than your workflows can keep up, and the cracks are starting to show.

When you’re entering new markets and you need your service to flex without everything breaking internally.

What's included

Scope, timelines, and what you’ll walk away with

Starting at

$16,000

What you get:

Captured workshop outputs and decision points.

Prioritised opportunity areas for journey improvements across the customer journey.

A future-state journey map for the selected workflow.

Documented gaps, frictions, and moments requiring redesign.

Team alignment on what the future experience should look like.

Assumption:

Journey map limited to one product or service workflow

Review and refinements limited to one round.

Week 1

Onboard to your industry, product, and current landscape.
Define business objectives and key problem statements.
Identify and align on one product or service workflow for future-state mapping.
Prepare workshop materials and run stakeholder discussions to understand the current state.
Conduct a visioning workshop to generate ideas for the future-state journey map.

Week 2

Synthesise key workshop findings and ideas.
Prioritise ideas to detail out.
Map one future-state journey across the chosen workflow.
Run one round of review and refinement of the journey map.

Starting at

$24,000

What you get:

Synthesised workshop findings capturing current service flows and issues.

Prioritised opportunity areas for service and operational improvement.

Ideated solutions for key pain points.

One future-state service blueprint covering customer-facing and backstage processes.

A shared reference view of how the service should operate end to end.

Assumption:

Service blueprint limited to one product or service workflow.

Review and refinements limited to one round.

Week 1

Onboard to your industry, product, and current landscape.
Define business objectives and key problem statements.
Prepare workshop materials and run stakeholder discussions to understand the current state.

Week 2

Collate stakeholder insights and current pain points.
Conduct up to two visioning workshops to define the future state.
Synthesise workshop insights and ideated solutions.

Week 3

Develop customer-facing and backend processes across the chosen workflow.
Map customer-facing and backend processes into a single service blueprint.
Run one round of review and refinement of the blueprint.

Your team

Who you’ll have on the team

Lead strategist

To set the direction, frame the problem, and ensure the journey map or blueprint reflects both customer insight and organisational reality.

Service designer(s)

To run stakeholder discussions and visioning workshops, capture front-stage and backstage processes, and translate everything into clear, actionable journey maps or service blueprints.

FAQs

Questions we frequently get

We’ve already mapped our customer journey. Do we really need to do it again?

Not if your map is accurate, validated, and actually used to guide decisions. Most need rework because they are:
- Too high-level to be useful
- Never validated with frontline teams
- Outdated as the business evolved

We review what you have first. If it's solid, we build on it. If it's more decorative (rather than diagnostic), we'll show you what's missing.

How is service design different from process mapping or operational improvement?

Service design starts with your customer - what they're trying to do and how it feels. Process mapping starts with your operations.

One optimises for customer success, the other for internal efficiency.
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Both matter, but the starting point shapes everything. Start internal and you risk fixing processes that don't actually solve customer problems.

Does this apply if our customers use both digital and physical channels?

Yes - and it's one of the best reasons to invest, because that's where most friction hides.

Common examples:
- Booking flows work until staff can't access details in-person
- Great store experiences with no digital follow-up
- Apps that don't reflect what's possible at physical locations

How does AI affect our customer journey and service design?

AI introduces new touchpoints that need to work with your existing channels - but most companies bolt on AI without thinking through the journey.

The result:
- Chatbots that can't hand off to humans smoothly
- AI tools that create new data silos
- Automation that fixes one step but breaks another

Service design maps how AI fits into your broader experience so customers don't hit walls between automated and human touchpoints.