Successful customer-centric transformation requires commitment and determination of senior management. The methods and principles of service design play a key role in this change. 

In this article, we explore why it’s a good idea to adopt a customer-centric approach when your company or organisation is going through a change. We will also look into the concrete benefits customer-centric service design offers with regards to your company’s business operations and in achieving your vision.

Service design has quickly become a new innovative approach used by numerous companies to improve their business. In this blog post, we list five common mistakes we have observed, which may cause service design projects to fail. In most cases, these mistakes stem from insufficient understanding of the service design process and from relying on service development processes that are based on more...

Service design is an approach that companies are increasingly adopting to ensure customer-centric development. In this blog post, we decided to focus on the business benefits of service design because, in our experience, while service design has gained a lot of attention it can sometimes be difficult to understand how it can contribute to commercial success. Among other reasons, this is due to...

Summer – the time of the year when the days never end and we all take some time to relax on a beach, in the countryside or why not in a city. Many of us spend the lazy summer days reading a good book (or five) or listening to an interesting podcast. The podcast trend does not look to be slowing down, and there is a plethora of subjects to choose from. If you are interested in exploring the topics...

On April 25th over 480 service design professionals and enthusiasts – both from the agency world and in-house - gathered in Budapest for the 2nd DOERS conference. Over the course of the day conference attendees were treated to inspiring presentations, engaging and interactive workshops, and finally networking and drinks under a clear blue, sunny sky. Hellon was invited to host a workshop about...

Are you looking to incorporate service design methodologies to improve customer satisfaction and experience, but face resistance from senior management who remain unconvinced of the benefits and results of customer experience and service design? In this article, we ask Siobhan Hennessy, Head of Customer Experience at Musgrave Group, about the key factors that enabled Musgrave Group to introduce...

By using a service design approach, it is possible to create superior customer experiences with the ultimate goal of accelerating growth and sustainably improving business performance. In this article, we share two examples of how service design was used to improve agility in two traditional organisations, and the impact the changed approach had on their business. May we present: Cases Tekes and...

In October 2018, Hellon received the “Best in Commercial Category” award at the Service Design Global Conference in Dublin. This was Hellon’s third award at the event making us the most-awarded agency by the Service Design Network.  The awarded project was conducted together with Irish grocery retail and wholesale company Musgrave, and was based around designing an improved experience for parents...

Hellon has secured a funding of almost half a million euro to teach their Artificial Intelligence AINO to understand and recognize what makes us happy – the technology is expected to revolutionize the customer services industry first in Finland and then around the world.