Context
- Kanpeki supported a local transport authority in the domain of service design by taking a thorough and insightful look into the current practices and operations to provide a state-of-the-art, leading practices-proven framework with all corresponding components
Approach
- Conduct deep dive study on global best practices and approaches
- Identify the services to be (re-)designed
- Establish a Service Design Framework with related standards and guidelines
- Develop the CX Management approach using iterative ideation and prototyping
- Propose a transformation roadmap
- (Re-)Design selected services using the framework
Outcomes
- Benchmark of global standards
- Service Design Framework and operating model
- CX methodologies, guidelines and toolboxes
- (Re-)Designed services