Marketing, Growth & Experience
Customer Experience CX And Engagement
Service Design
Service design goes beyond creating isolated touchpoints—it’s about developing a seamless experience that supports customer needs while aligning with your business objectives. Thoughtful, holistic service design enhances satisfaction, fosters loyalty, and drives operational efficiency, creating value for both customers and your organization.
CX Strategy as the Foundation
Seamless Integration
Driving Loyalty and Growth
Building Trust and Competitive Edge

How Service Design Drives Business and Customer Impact

An effective service design strategy empowers organizations to
01
Improve Customer Satisfaction and Loyalty
By addressing friction points and enhancing experiences across the journey, you create interactions that build trust and foster long-term loyalty.
Design office
02
Foster Innovation
Our approach integrates customer insights into every phase, allowing you to stay agile and responsive to evolving expectations.
Business People Dining Together Concept
03
Streamline Operations and Reduce Inefficiencies
We work with you to optimize service delivery, ensuring every process is smooth, intuitive, and effective.
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04
Enhance Employee Engagement
Effective service design also supports your employees, enabling them to deliver exceptional experiences and fostering a more empowered workforce.
Team of executives using electronic devices in the office

Our Approach to Service Design

Our service design process is built to provide clarity, structure, and measurable impact. We work alongside you to map current journeys, co-create solutions, and prioritize initiatives that align with both customer expectations and business objectives
Customer-Centric Research
Using both qualitative and quantitative methods, we delve deep into customer needs, expectations, and behaviors to identify the most effective service enhancements.
Multitasking at its finest.
Service Journey Mapping
We map out the current service journey, highlighting pain points and areas where customer needs are not fully met, providing insights that guide our design process.
Colleagues discussing new project in office
Collaborative Solution Development
Through workshops with stakeholders, we co-create solutions that reflect your organizational goals and resonate with your customers.
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Service Blueprinting
We outline every aspect of the service journey, including processes, interactions, and touchpoints, to ensure a cohesive and integrated experience.
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Prototyping and Validation
By testing and refining service prototypes, we gather feedback and make necessary adjustments to align the final design with customer expectations.
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Strategic Roadmap and KPIs
We provide a detailed roadmap for implementation, with clear KPIs to measure the success of each initiative, supporting continuous improvement.
Young serious broker analyzing financial graphs on computer screen

Why New Metrics is Your Partner for Service Design

At New Metrics, we understand that service design should be as strategic as it is customer-focused. Our team combines deep industry expertise, local insights, and a client-centric approach to develop services that deliver real impact
CXPA-Recognized Standards
We adhere to global best practices from the Customer Experience Professionals Association (CXPA), ensuring that every design aspect contributes to high-quality, consistent outcomes.
Contextual Relevance
With a strong understanding of regional market dynamics, we develop services that resonate with local customer expectations and cultural nuances.
End-to-End Support for Seamless Execution
Beyond design, we provide advisory, technology integration, and training to ensure that every part of the service model is executed effectively and sustainably.

What You Can Expect

Enhanced Customer Experience
Enhanced Customer Experience
Thoughtfully designed services that directly address customer needs and create seamless, enjoyable interactions.
Operational Efficiency and Cost Savings
Operational Efficiency and Cost Savings
By refining service delivery and streamlining processes, our approach reduces inefficiencies and supports resource optimization.
Stronger Employee Engagement
Stronger Employee Engagement
With clear service blueprints, employees are equipped and empowered to deliver consistent, high-quality experiences.

All our Services

Research and Insights

CX Maturity Assessment

Strategy and Operating Model

Voice of Customer Programs (Medallia, Sprinklr)

CX Enhancement & Personalization

Service Design & Optimization

Customer Journey Mapping

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