Prototyping the service experience

Great customer service ideas don't just need to make customers happy, they need to be commercially viable too. Prototyping pressure-tests ideas quickly for both customer satisfaction and return on investment (ROI).

Feedback from prototyping helps businesses avoid spending money on costly implementations which may not be viable in the long-term. It allows testing of which customer experience strategies are going to be the most commercially successful for a business.

Prototyping is an incredibly effective way to make CX ideas tangible and to quickly get key feedback from the people you're designing for.

It allows key people to see and understand how the ideas and strategies developed through the research and analysis process come to life in reality. Done well, it sparks conversations between all stakeholders and generates valuable feedback from all concerned – including your customers.

Done well, prototyping will be purposely designed not to be perfect every time. Each version is an improvement on the one before, allowing easy movement through many iterations, building on what's been learnt from each version.

The ideal prototyping journey is an iterative process. It's intensely collaborative, commercially viable, customer centric and it continues until you build the commercial confidence so that the product is ready to launch.

Using large-scale prototyping, we validated customer needs to inspire initiatives for Sydney Metro. This accelerated time to market while instilling confidence that each initiative will be successfully met with greater customer approval.