Service design

Understand and design better ways for people to interact with your organisation, through user research and human-centred design.

To help government agencies and organisations understand and design the way people experience their services, we take a holistic approach to understand the context, people and interactions between organisations and their customers over a period of time. Service design involves defining the problem, considering where it sits within the wider system and mapping a solution. Most importantly, it makes the experience of the service usable, easy and desirable for the people it's serving. Portable uses a design thinking framework that combines co-design, human-centred design, agile principles and data analytics to identify the most viable and feasible ideas to bring to life.

Our services

Helping to define the problem and opportunity

Our team of strategic designers will work with you to clearly identity the most important and feasible issues to solve, with a focus on end users. We will evaluate user experiences with existing products or services and look at the areas of the greatest need and impact. This may include user interviews, contextual observation, surveys, co-design workshops, data analysis and the development of journey maps, services blueprints and user personas. With this knowledge we can empathise and understand our users so that we can design products and services that meet the needs of your organisation.

Prototyping to bring concepts to life

We use an iterative approach to designing and developing products, leveraging co-design practices when we can. That means we'll work with your team and real users to design the end product, building up the fidelity until we have a product that clearly meets the needs of the organisation. Prototypes can vary in fidelity, depending on the needs and resources available of the organisation.

Ideating with your users

Our designers test all prototypes with a wide range of stakeholders, including staff and end users. This may include interviews, workshops and our surveys. We employ a range of testing methods depending on the capabilities of the organisation we are working with. The advantage of agile methodology is that improvements are always anticipated and responding to the needs, desires, challenges of the users is always at the forefront of any design.

Co-designing solutions together

Our designers team up with clients, stakeholders and users to take concepts to the next level. Participants undertake successive rounds of prototyping, with feedback on each informing the next round. The combined experience is harnessed to provide an efficient and effective way of testing ideas.

Define the problem, consider where it sits within the wider system and map a solution.

Helping bring your team on the journey

We can provide low, mid and high fidelity drawings and wireframes that reflect each stage of the design process. They can be used as part of an internal approval process or externally for stakeholders and partners.

Mapping the experience

Our designers can develop a journey map that explains the user experience as they interact with the organisation, product or service. It gives stakeholders and designers a shared understanding of the user, improves decision making and results in better outcomes.

Developing your future blue print

The service blueprint is an extension of the journey map, with additional detail that may include the customer lifecycle, potential risk and opportunities and the digital interface. It helps ensure a holistic approach in large organisations, helps guide future planning and can support board presentations and information for external stakeholders.


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