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Great services aren’t just delivered—they’re designed. Behind every smooth digital interaction is a network of systems, support, and teams working in sync. Service Design brings structure to that complexity—bridging the frontstage experience with backstage operations. At Onething Design, we use service design to orchestrate how your users, systems, and staff interact—so you can deliver consistent, efficient, and brand-aligned experiences across the entire journey.

Why Service Design Matters

Digital products don’t exist in isolation. Every touchpoint—whether online, offline, or in-person—is part of a larger experience.

Service design helps organizations:

Reduce Drop-offs – By identifying and fixing broken journey transitions
Improve Efficiency – By aligning internal processes with user expectations
Increase Loyalty – By creating smooth, cohesive experiences from start to finish
Bridge Silos – By aligning marketing, product, ops, and support teams

Design for Reality – By balancing ideal experiences with operational feasibility

MEASURABLE IMPACT

Cross-functional alignment scores

+40%

improvement in cross-functional alignment scores

Service breakdowns and escalations

-50%

reduction in service breakdowns and escalations

CSAT/NPS

+35%

improvement in CSAT/NPS across redesigned journeys

Operational inefficiencies and handoff delays

-25%

reduction in operational inefficiencies and handoff delays

HOW WE DO IT

Stakeholder Discovery & Journey Understanding

We dive into your service ecosystem through CX workshops, stakeholder interviews, and journey mapping to uncover how your service is actually delivered, not just imagined.

User Research & Behavioral Insight

We capture the human layer of your service through interviews with customers and staff, identifying gaps, emotional triggers, and unmet expectations to ground design in real-world behavior.

Service Blueprinting

We create visual maps linking user actions with internal operations, highlighting processes, dependencies, fail points, and recovery paths. This blueprint becomes the single source of truth for how the service works and where improvements are needed.

Operational inefficiencies and handoff delays

We turn insights into scalable improvements by identifying quick wins, co-creating new touchpoints, and prototyping experience models. This makes your service easier to deliver and better to experience.

INDUSTRIES WE WORK IN

Automotive & Mobility

Retail & E-commerce

BFSI

Royal Enfield MiY

Reimagined and designed immersive configurator for Royal Enfield buyers

PVR Cinemas

Improve movie booking and loyalty experience for India's biggest multiplex chain

RBL Bank Credit Cards

Designing credit card portfolio for leading private Indian bank

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WHAT OUR CLIENTS ARE SAYING...

Jatin Chhikara

Head - Digital Marketing, Royal Enfield

"Onething navigated customer pathways and resonated with the core ethos of Royal Enfield. The team built experiences across touchpoints, united by a design system, ensuring brand consistency across all channels"