Service Design
Enhance your customer experience to stand out
Shape a distinctive experience
Drawing inspiration from a design thinking approach centered on humans, Talsom assists you in developing innovative products and services that elevate your customer experience and accentuate your differentiation.
Surpass user expectations with unforgettable experiences
Confronted with the complexity of developing a new solution and an ever-evolving ecosystem, Talsom guides you in creating products, services, and experiences that leave a lasting impression on your customers, employees, and partners.
Optimize internal collaboration
We act as a catalyst to foster collaboration between departments, break internal silos within your organization, and identify organizational misalignments. This approach allows you to optimize your operations and ensure coherence, promoting better collaboration among your various teams.
This active involvement contributes to :
- improving your overall organizational synergy
- ensuring that service design and optimization can better meet the needs of your users
Enhance customer experience
- Service design is a powerful lever to optimize interactions with your customers. By truly understanding their needs and preferences, we assist you in creating personalized and tailored solutions, reinforcing satisfaction and loyalty.
This approach contributes to a positive experience and enables the integration of human, digital, and physical interactions to create a differentiated experience for your customers or citizens.
Elevate community engagement
- Service design can also be applied to strengthen engagement with the community and contribute to the improvement of public services. By identifying the specific needs of citizens and designing tailored solutions, we foster a deeper connection, contributing to a more flourishing and engaged community.
The 4 steps of our approach
We value every perspective and idea, cultivating an environment that fuels innovation.
Our insights
FAQ
Service design is a discipline that conceives and improves services by connecting the experience lived by clients and employees with everything that makes it possible behind the scenes: processes, roles, technologies, data, and policies. The approach starts from needs and expected results, then orchestrates the touchpoints across all channels to deliver a coherent, useful, and seamless experience.
Concretely, it relies on co-creation, journey mapping, and service blueprinting to make visible the sequences, responsibilities, and dependencies. It prototypes and tests service scenarios before investing at scale, then translates what works into operating modes, indicators, and governance.
UX design (user experience) focuses on the interaction between an individual and a product or interface. Service design, on the other hand, adopts a systemic view: it encompasses all interactions (human, digital, organizational) that make up the experience.
At Talsom, we combine both disciplines within our service design consulting practice to design coherent, end-to-end journeys.
Yes. Service design is a human-centered approach, whether the person is a client, citizen, partner, or employee.
We regularly work with organizations that want to rethink their onboarding processes, improve the employee experience, or streamline internal project management.The same principles apply: active listening, journey mapping, identifying pain points, and prototyping solutions.
Yes. service design is not limited to creating new services. It is just as relevant for revisiting an existing service that no longer fully meets expectations, whether due to declining satisfaction, internal frictions, or changes in context.
We step in to analyze the current experience, identify key levers for improvement, test adjustments, and support the deployment of more effective and coherent solutions.
When the real experience diverges from your intentions, service design helps refocus on the user and remove frictions that reduce satisfaction and efficiency.
- Customer dissatisfaction or declining NPS without a clear understanding of pain points
- Fragmented journeys across channels and internal silos creating inconsistencies
- Launch of a new product or service without a defined target journey
- Processes designed around internal constraints rather than actual user needs
- Long resolution times and high service costs
- Low adoption of a digital service, high abandonment rates, or overloaded support
At Talsom, we step in to bridge the gap between internal intentions and the real-life user experience.
Service design is a concrete application of design thinking in the context of creating and optimizing services. It relies on the same principles:
- Empathy with users
- Co-creation with stakeholders
- Rapid and iterative prototyping
At Talsom, we integrate these methods within our service design services in a structured way to generate value throughout the process, from ideation to implementation.
Service design helps structure digital transformation around the lived experience, rather than the technology itself. It acts as a guiding thread to ensure consistency between the tools deployed, internal processes, and user expectations.
Our consultants in technology strategy and digital transformation work closely together to ensure that each project is built on a shared vision, embraced by teams, and aligned with your priorities. This approach supports human-centered service innovation and end-to-end service architecture.
