ICT Service Experience Design
Our ICT Service Experience Design service helps technology teams reimagine how they deliver services, from internal support to enterprise platforms. We take a user-centred, end-to-end view of your ICT services, focusing on experience, outcomes, and alignment to business value. Whether you are dealing with outdated workflows, fragmented systems, or unclear ownership, we bring the structure, tools, and facilitation to co-design a service experience that works for everyone involved.
What We Deliver:
- User-Centred Service Blueprinting: Map how services are delivered, experienced, and supported across people, process, and platforms.
- ICT Capability Uplift Planning: Define how to mature service delivery using frameworks like ITIL, DevOps, and DataOps.
- Service Lifecycle Design: Establish how services are introduced, maintained, improved, and retired.
- Roles & Accountability Design: Clarify ownership and responsibility across internal teams and vendors.
- Support Model & Escalation Pathways: Improve how users access support and how issues flow through resolution channels.
- Metrics & Experience Insights: Build feedback loops and service performance measures that focus on experience and outcomes.
What You Will Gain:
- Stronger Service Alignment: Ensure ICT services support real business needs and user expectations.
- Improved User Experience: Reduce frustration, improve accessibility, and streamline support.
- Clearer Roles & Handovers: Eliminate confusion around who does what and when.
- Scalable Service Models: Create frameworks that scale as your organisation and service catalogue grows.
- Accountability & Visibility: Build clarity across teams and improve service reporting with the right metrics.
We’re not just tech-literate, we are experience-led. Our consultants bring a powerful mix of ICT strategy, human-centred design, and operational delivery to help you transform how services are experienced and sustained. We make sure your service design works in practice, not just theory.
