SERVICE DNA
A reason to
choose you.
Bring out what makes you distinctive: what you do well, for whom and why it matters.
A clear value proposition
SX BUSINESS · SERVICE DESIGN & CUSTOMER EXPERIENCE
Your promise
deserves to become an experience.
Connect what you promise, what customers experience and what your teams deliver. Design a service that makes people want to choose you. And come back.
From strategy to implementation, with your teams.
A clear promise.
A consistent experience.
A service that keeps its word.
UNDERSTAND · DESIGN · DEPLOY · IMPROVEExplore SX Business
01 / THE VALUE OF SERVICE DESIGN
Your customer isn't buying
a process. They expect a solution.
Service design starts with what customers want to achieve. It connects the offer, interactions and organisation to make the solution clear, useful and easy to experience.
A reason to
SERVICE & EXPERIENCE DESIGN
A service designed
for your customers.
Define the service around your target customers' expectations: deliverables, features, support and commitments. Then design the experience that helps them get the most from it.
A useful service, a consistent experience
GROWTH & IMPROVEMENT
A relationship
that helps you grow.
Observe usage, test improvements and work on acquisition, engagement and retention.
Decisions informed by real use
WHERE IT ALL MEETS
Useful for customers. Achievable for your teams. Viable for your business.
02 / STEP INTO THE EXPERIENCE
What they experience.
What makes the difference.
Before, during and after delivery: explore four moments in a service. Every improvement the customer sees relies on clear organisation behind the scenes.
A support serviceIllustrative example
Before committingChoose the right offer
What your customer experiences
Is this the right service for my needs?
« I recognise my needs in the offer. I know what is included, what the service brings me and on what terms. »
I choose with confidenceYOUR SERVICEAnswers provided at this stage
01 / 04An offer that fits the need
- Services linked to the result I want
- Scope, options and price explained
- Concrete commitments to assess the proposal
The proposal gives customers a basis for judging whether the service fits before committing.
What your team puts in place
- Match the customer's expectations to the right service composition.
- Present an offer and commitments shared by everyone.
Added value at this stage
An offer chosen for its value
Customers identify the answer to their needs; the business focuses its conversations on projects that fit.
Hover over or select a step to explore the journey.
Explore this need with ÉlinaIllustrative example. Service content, journeys and tools are defined according to your customers' expectations and your business.
03 / TANGIBLE RESULTS AT EVERY STAGE
A vision that becomes
a service to bring to life.
The work produces practical materials to make decisions, align your teams and implement the service. Deliverables are specified in your proposal.
A precise promise
For whom, for which need, with which intended result and which limits.
A mapped journey
Steps, touchpoints and the moments when customers need reassurance.
An organisation ready to deliver
Roles, handovers, messages and tools needed at each stage.
A first journey tested
A prototype or pilot tested in use, followed by a prioritised improvement plan.
04 / MOVE FORWARD WITH YOUR TEAMS
Start from reality.
Test. Then improve.
We can start with one priority journey. The right scope lets you learn, act and measure useful change.
- 01
Listen & observe
Customer expectations, team activities and friction in the current service.
To choose the problem to solve. - 02
Design together
The target journey, commitments, messages and roles at each moment.
To make the solution tangible. - 03
Put it to the test
A prototype or pilot, with users and observable feedback.
To refine before expanding. - 04
Deploy & monitor
Materials, useful tools, support and a few shared indicators.
To keep the service working over time.
Value is demonstrated in use.
Less uncertainty for the customer, less rework for the team: we establish a starting point and suitable indicators, then test decisions in practice.
05 / CONNECT EXPERIENCE TO DELIVERY
The service sets the direction.
Tools bring it to life.
The SX method connects the service experience to business operations. R-Node holds the rules and processes, Élina assists teams and RISE organises external journeys. Your existing tools are taken into account.
FOR CUSTOMERS AND AUDIENCES
RISE
Guide people, present the offer and make next actions accessible through a personalised journey.
Explore RISE DIGITAL BUSINESS MANAGEMENTR-Node
Digitise your business management: processes, customer cases, team schedules, resources and service tracking, brought together in a tailored platform with one dashboard.
Explore R-Node TO SUPPORT EVERYDAY USEElina
Integrated into R-Node, Élina assists salespeople, operational staff and management according to the agreed tasks, sources and access rights.
Explore ElinaA FEW GUIDELINES
Before
you begin.
A service to create, an offer to clarify or a journey to improve: we start with your situation.
Does service design mean rebuilding my website?
It covers the whole relationship: understanding the offer, buying, getting started, receiving the service and ongoing support. A website can be one touchpoint. The work also covers human interactions, documents and how your teams are organised.
Can an existing service be improved?
Yes. We can start with a specific moment: hesitant prospects, a difficult start, too much chasing or a complicated renewal. The scope is built around that problem and the resources available.
Do we need to change all our tools?
The target journey identifies what is actually missing. Existing tools can stay. A connection, dedicated space or automation is justified by a specific use case defined with you.
How do we assess the value of the approach?
We choose a few indicators linked to the initial problem and establish a baseline: time frames, drop-offs, help requests, rework, satisfaction or renewal. Observations from the pilot allow comparison and adjustment, without promising quantified results in advance.
How do I define my SX Business project?
The configurator helps you express your priority and outline an initial scope. The sales conversation clarifies deliverables, support and any tools before the proposal is prepared.
YOUR NEXT STEP
Which moment in your service
deserves to be better?
Let's start with what your customers experience today,
to shape what you want them to experience tomorrow.