Services

  • Designing Services

    While service design as a discipline is fairly new, it has known already a tremendous growth and impact. The importance of services in the world economy (e.g. 75 % of the EU economy is currently represented by services) created the need for a more disciplined design approach. This approach is multidisciplinary and human-centered. Service design integrates management, organizational structure, operations, marketing, research and design. In doing so, service design promises to bring the focus back to who matters most: your customers.

    The definition of service design is widely debated among practitioners. However, to us, service design is a holistic and creative way for businesses to gain a comprehensive and empathic understanding of their service, enabling an optimal fit with its customer needs.

    We work with you to understand how a service can be more user-focused, improved and (re)designed. As craftsmen, we follow a rigorous process but leave enough space for creativity. Through this process, we map the interaction of the different tangible and non-tangible components of the service being: products, people involved in consuming and delivering, the environment, (new) technology, Information Technology Systems, branding, etc… We start by investigating the needs and wishes of the customer and go further by providing space for new ideas and concepts inspired by (y)our multidisciplinary team.

    Kite is an experienced player in service design, as well as in implementation. As such, together, we can work in a holistic way, with a keen eye for eventual problems related to implementation. Furthermore, Kite’s team has been carefully built up holding people with diverse backgrounds, to enable creative solutions for a variety of problems.

  • Energizing Change

    Knowing and understanding what your customer wants is not easy. Defining and Designing how to transform this need into customer value is even harder. The organization of this transformation becomes a real art.

    Services perish when not consumed, perceived quality is as good as the last contact and the market is always evolving. In order to gain your competitive advantage, your organization has to develop and maintain specific service management capabilities. These capabilities are reflected in organizational and individual behavior that is a consequence of competence, culture and systems.

    Transforming teams and organizations to deliver new or better services is what we do for a living. We have been addressing this issue, over the years, with many of our clients in order to help them excel. By doing so, we have successfully created and collected an extensive toolset for organizational transformation and implementation for service environments.

    With our 4-phased approach of sensemaking, road-mapping, transforming and landing we guide your teams with the use of proven and sound methodologies to achieve results.