User Experience Service Design
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We move the world forward through designing better services and user experiences
When you interact with a product or service, you make so many assumptions about it in seconds, what is it, what it does, how well it can do it, will it work for me.
Every product, intentional or not, speaks to the people about the company that created it in powerful ways. From your customers point of view, your brand, products, and services do not exist separately. Rather, they are simply different elements of their cumulative experience (and expectation) with your organisation, and together, define the very value of your brand and loyalty they will have with it. We design meaningful and highly differentiated experiences that build strong connection, foster deep loyalty, and leave a lasting impression on people – that become remarkable.
In an increasingly experience-driven economy, companies that deliver great experiences thrive, and those that do not die. Yet many organizations face difficulties implementing a vision of delivering experiences beyond the provision of goods and services.
/ Our Approach
At Virtuo, we move the world forward by designing better services and human experiences. We focus on deeply understanding users, what they need, what they value, their abilities, and also their limitations, while also taking into account the business goals and objectives of the group managing the project. We then craft these together with human, digital, and physical interactions over time through the journey and relationship your customers have with you, to create a truly differentiated holistic experience.
In this process we create different service and system concepts with users and test them with real customers and progress through rapid learning cycles. This builds new experience value for your organisation and brand at every customer interaction, as well as the service delivery and support processes. In essence we are trying to get design out of the way o the product seems so obvious for the user.
/ Insight Capabilities
Customer Definition
Segmentation is a process we use to identify and connect with our real customers, and group-specific and observable customer attributes, common features, motivations and behaviours. Effective segmentation allows you to be more customer-centric, and meet the different needs of our audience.
Prototyping New Services
Following concept testing, we move in to designing higher-fidelity mockups and prototypes. This converts lead ideas into functional interactive prototypes that look and function like your new or final experience.
Journey Mapping
Journey Mapping is an immersive process that seeks to chart a users journey of use through a product or service system at every point. This study follows different users and how they engage and interact with a product or service as they seek to achieve their goal. When done effectively, it shows how users feel and behave, and identifies the most important functionality needed and what pain points and barriers need to be overcome.
Usability Testing & Service Development
The primary purpose of high-fidelity prototypes is usability testing. We test these prototypes with real users to validate the ideas, test accessibility and unsability, as well as identifying usability issues. Pilot testing and beta studies are also activities that help iterate and advance fidelity to a final deliverable level.
Concepting New Experiences
At Virtuo, we develop numerous concepts that take into account the user needs defined through journey mapping research. These concepts present alternative approaches and by testing concepts rapidly with users, we can identify and design more meaningful user experiences and valuable services.
Activation & Service Delivery
Implemention of any new service or experience is a critical transformation step. This generally involves installing, deploying, and configuring your organisation to go live and switch over to the new solution. At Virtuo, we are often involved in this complex and technical challenge and we often collaborate with team members across all departments to assist this process.
/ Relevant Work
Zespri - Data Horticulture
The project is coming soon.
Seeka - Grower Services
We created an innovative and compelling communication system to increase Seeka’s orchard-managment portfolio through growers.