As our agency evolves, so do the kinds of problems we can solve for our clients. Here are some of our current service and experience design projects.
The route to a seamless lost property service
One of the Customer Experience initiatives we are working on with Iarnród Éireann is the design of a new Lost Property process for the entire rail network. This is a complex service design project that requires an integrated strategy across each touchpoint, both frontstage and backstage, physical to digital.
Our approach puts the customer needs first, mapping all scenarios from loss of item to return. Our streamlined process also incorporates the operational requirements of key stakeholders, from management to on the ground operatives and staff.
Vhi’s new Paediatric Clinic
Designing the ultimate family patient experience
With the opening of their innovative Paediatric Clinic, Vhi have tasked us with ensuring every aspect of the customer experience (especially for customers who are children!) is considered. We are working with the team at Vhi, members of the clinic staff, and potential patients to understand every angle of the customer journey.
Our strategy aims to build a positive experience to reduce all points of anxiety. We are exploring moments where we can add delight through an enriching environment. Each touchpoint from initial engagement, to the physical space is considered. All of this activity will be brought under a unifying theme; the Explorer – specifically chosen to be both gender neutral and non-age specific.
On track for a vital accessibility app
Public transport has long presented challenges to those with mobility and visual impairments. We have developed a short and long term strategy to improve the Customer Experience for this audience of all rail services. This includes a number of online and offline initatives. Currently, we are exploring how a passenger assist booking app may contribute to an improved experience on the Dart network.
We are designing, developing and testing this digital application with a pilot group of both passengers and operatives, to ensure the end users are involved in every aspect of the design process, from conception to delivery.