Service design and development

The problem: To help our mobile phone client develop a subscription process that optimised conversion numbers.

The market is intensely competitive with little consumer loyalty, so the process needed to be both intuitive and persuasive.

Identifying obstacles and motivators

The process: To create an effective process, we needed to develop a real understanding of prospective customers, and what motivated them.

To do that we ran one-to-one home-based interviews with members of the target audience, exploring the touchpoints consumers experienced along the road to making a decision.

We then synthesised the different touchpoints to create an end-to-end journey which we mapped out as a process.

Visualising the service

The solution: Once we had gathered insights from the audience, we were able to create a detailed visualisation of the process.

We created a detailed document that described the stages in the process and identified the places where consumers and client interacted with that process.

We then ran workshops with the client to identify pinch points and problem areas that would need addressing.

As with all our projects, the client was offered free telephone support subsequent to project completion.