Our experience
What is service design?
Service overview audit
We help service managers map customer journeys, reduce friction, improve self-service, and increase satisfaction. Service design helps to look at the service as a whole – from the customer's first contact to the back-end processes, employee workflows, and business metrics.
Finding obstacles and bottlenecks
The goal of service design is to understand how a service actually works, where obstacles arise, and what areas need improvement. This helps to identify the moments when customers get stuck, why they contact customer support, and which processes create excessive manual labor or ambiguity in the organization.
Service Managers' Needs
Today, customers expect a fast, clear, and seamless experience. Employees want processes that don't waste time, and management expects measurable impact on business metrics from service development. Service design helps make services more logical, faster, and more cost-effective for both the customer and the organization.
Experiential moments in service design
Strategically thought-out service design creates moments of enjoyment for customers, improves customer satisfaction, reduces customer support calls, makes work processes more efficient, and increases the use of digital channels. The result is a service that is easier to use, easier to manage, and easier to develop.
What does service design affect?
Strategically thought-out service design helps improve both customer experience and organizational efficiency.
Fewer calls to customer support
Better customer satisfaction and recommendation
Creating moments of experience in digital services with AI
How does a service design project work?
Customer journey maps, service blueprints, and prioritized improvement proposals are completed. You also receive improved service logic, process descriptions, and an action plan for implementation.
WEEK 1-2
Business objective and service ambition
Auditing the existing service to identify opportunities.
WEEK 3-4
Customer and employee view mapping
Mapping AI capabilities to create experiential moments
WEEK 5-6
Service logic and solution design including UI/UX design
Validate the new service logic with target group users.
WEEK 7-8
From validation to service design improvements
Delivery of new service description documentation
Mai-Liis Maasar
Marta 8 Hotel owner
Andres helped the company create a new service design and website design that characterizes the story and philosophy we are working on. Very pleasant, fast, insightful and caught thoughts and ideas in half a word; that's how I would characterize the collaboration, which I still remember with gratitude to this day.
Ingmar Aasoja
Zone.ee Software Development Manager
Futurist helped Zone map the customer journey and create a UX/UI prototype for their new self-service. The result was a user-friendly interface that would not be difficult for a remote IT user, while still maintaining the functionality needed by a more demanding specialist.
Rein Remmel
CEO of Entigo
We had been planning to revamp the Entigo website for years. Futurist helped make it happen with service design and UI/UX design. Thanks to the versatility and systematic approach of the Futurist team, we overcame the challenges of content creation and achieved significantly more than we expected in a short time.
Customer stories
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Andres Kostiv is a Futurist user experience expert and service designer. If you think your service's AI agent and customer experience or internal work processes could be made better and more convenient, contact us and let's talk in more detail!
Kadri is an experienced UI/UX designer, graphic designer, and service designer with extensive experience in both public and private sector projects and facilitating design sprints. Kadri is also an expert in process visualization and her input helps ensure the smooth running and effectiveness of design workshops.
