What We Do
Need to improve your current Service Performance or develop a new Service? We’ve done that.
Need help in truly understanding what your customers need so you can develop breakthrough service propositions for them? We've done that too.
Need to create a consistent and seamless customer experience across all your touch points. That is what we specialise in.
Proto Partners design and plan services so that they work better for customers and are more profitable for companies - it's called Service Design
Click here to learn more about our services or contact us now.
The biggest challenge facing service organisations today is the ability to deliver a consistent and seamless customer experience. The amount of ways a customer can interface with the organisation has rapidly increased. There’s no system to ensure front line employees deliver the right experience every time. There is no skillset and toolset designed to efficiently deliver new and better services.
You may have the greatest product or service in the world, but if your customers are let down at any point in the chain, it's all academic. Most companies we work with are extremely confused. They've tried everything they know, but it's not working. Proto Partners uses Service Design to help clients figure out what it takes to succeed in profitably delivering a great customer experience.
Using Service Design to Transform Profitability
Conventional wisdom is that a Business cannot improve customer experience / service levels and profit at the same time.
Proto Partners employ a skillset and toolset called Service Design to develop a service so it is 100% centred around the needs of the customer....and increases business profitability at the same time.
The outcome is the sought after increase in your customers loyalty, which results in improved customer profitability due to:
- Successfully closing the gap between the superior customer experience an organisation aspires to and what it actually delivers
- Knowing how to leverage the significant dollar investment in systems & people and aligning them to deliver a consistent & seamless customer experience
- Being able to uncover new growth opportunities that you can quickly convert to increased customer revenue & profitability
In each of the three types of Project Proto Partners Service Design are typically engaged in: Service Strategy;Service Improvement and Service Creation, we work in collaboration with our clients to take responsibility for delivering throughout the whole process; from Discovery all the way through to Delivery and Monitoring. As Australia's first and only dedicated Service Design firm, we believe ours is a uniquely valuable approach to using Service Design to help our clients business grow.
Proto Partners Service Design News
October 2009 | Proto Partners Service Design features in a new Service Design article in Desktop Magazine
Proto Partners Service Design has featured in a great new Service Design article written by Neil Simpson from sixeightdigital. You can visit Neilhere
August 2009 | Proto Partners Service Design publishes the first Australian article on Service Design in Fast Thinking Magazine
You can read the article at Fast Thinking
Or you can download a copy at our Proto Partners blog here
In this article we look at trying to understand why we so often have average customer experiences, why services are still most often developed using an product mindset & toolset and how that might be improved. We also provide a new approach to ensure that services are more regularly designed with the end user in mind rather than as an organic process, which has little connection to the importance of the crucial revenue stream that it has been set up to deliver.
If you would like to find out a little more about Service Design and how it can help your company, please contact Damian Kernahan at Proto Partners Service Design on 02 8113 2311.
June 2009 | Proto Partners starts work with new clients
Proto Partners has commenced working with Genesis Serviced Offices to help them improve their customer's experience. As part of that process we are employing immersion research and Net Promoter Score to provide an initial baseline in addition to important qualitative feedback.
May 2009 | Proto Partners designing a better customer experience for Contours Womens Fitness
Proto Partners Service Design has started working with Contours Womens Fitness using its Service Design approach improve the customer experience for all their members across their 180+ studios in Australia.
Proto Partners will be using Net Promoter Score and 7Daysinmylife.com as just two tools to gain deeper insights into members and their lives.
April 2009 | Proto Partners Service Design launches 7daysinmylife.com in Australia
Brands are about people. People you want to connect to your brand on the one hand. And people you want to work with your brand on the other. 7daysinmylife.com enables you to easily generate insights in the first group, that are highly usable and inspiring for the second group.
7daysinmylife.com is an online research tool based on research methodology developed by the Delft University of Technology (Dept. of Interaction Design) in Holland. The methodology uses what is called "context mapping" and stimulates respondents to reflect upon their own lives in order to come up with surprising insights that cannot be uncovered using traditional research techniques.
7daysinmylife.com is currently being used with significant success across Europe and is being rolled out in Australia from May 1st.