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Service Personas Research

Keep customers front-and-centre as you plan and design the service experience.

Ensuring a customer-centric service is easier to do when you research your customers' behaviour and include stand-ins of your customers in the design process. We'll work with you to develop personas that keep real customers top-of-mind during service design and strategy.

EXPERIENCES insights
  • What are the users' expectations of the service?
  • When do they approach us, what is their motivation and context?
  • How do we keep our customer engaged and part of our ecosystem?
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— GET IN TOUCH WITH US

HOW WE DO IT

  1. 1

    We’ll conduct collaborative workshops with your internal stakeholders and staff to capture valuable in-house knowledge about your service experience and the customers.

  2. 2

    We’ll conduct service persona research with actual customers, gathering both qualitative and quantitative data through interviews, surveys and diary studies, validating any assumptions, and gaining new insights.

  3. 3

    We will visualize service personas that represent each key customer segment, bringing the customer to life and keeping them front and center during service design and development.

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WHAT YOU GET

Our deep experience in service persona research lets us hit the ground running with proven processes and tools. You’ll get:

  • Clear insights, knowledge and understanding of who your customers are, how they think, and what they need to achieve their goals.
  • A customized visualization of service personas research that can be shared throughout your organization. This reference keeps customers top-of-mind during while the service experience is designed and maintained.
  • Validation of assumptions about customers; clarity on their motivations; and insights into ways you can surprise and delight them during onboarding or purchase.

Ways we can work with you

UX project teams
PROJECT TEAMS

Fully supported, project-based team with a strategy and set deliverables, following our proven processes.

UX staff augmentation
AUGMENTED TEAMS

One or more of our people integrated into your team to enhance and supplement your activities.

bespoke and custom ux teams
BESPOKE TEAMS

Mature teams in your organization, ready to deliver and scale up against your roadmap.

UX coaching and mentoring
COACHING & MENTORING

Experts who work hand in hand with your team, transferring valuable skills and knowledge in the process.

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Our foundation
Experience thinking perspective

Experience Thinking underpins every project we undertake. It recognizes users and stakeholders as critical contributors to the design cycle. The result is powerful insights and intuitive design solutions that meet real users' and customers' needs.

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