About
Practice · Customer experience & service design
Effortless and human by design.
Efficient behind the scenes.
Most services are designed to be efficient. The ones people trust are also designed for how people feel. I combine research, service design and CX strategy to make every touchpoint work, and feel right.
Who it's for
For organisations rethinking how people experience their services, from a hospital visit to an airport journey.
What I do
Audience understanding
Ethnographic and behavioural research to understand your customers, what they need and where the current experience falls short.
Examples of deliverablesPersonas, moodboards, end-to-end journeys, system maps
Journey mapping & service design
End-to-end journeys, service blueprints and concepts for the moments that matter most.
Examples of deliverablesEnd-to-end journeys, service blueprints, scenario cards
CX strategy
Experience principles, priorities and a roadmap, plus the ways of working to manage journeys over time.
Examples of deliverablesExperience principles, prioritisation matrix, strategic roadmap
Selected work
Making hospitals less frightening for children
A Disney-themed hospital buddy that stays with each child through arrival, waiting, scans and going home, now rolling out to hospitals across Europe.
View the project →
Designing the patient experience of a new medical centre
Research, trends and co-creation that defined future patient journeys, and gave the architects their brief.
View the project →
Improving the passenger experience at Lisbon Airport
80 conversations with passengers, five personas and six strategic priorities that reshaped the end-to-end airport journey.
View the project →
How I work
From insight to the finished moment
Research and strategy that stay close to real people, and to what your business needs.
- Understandyour customers
- Definethe experience strategy
- Imaginethe journeys and service concepts
- Bring to lifeprototypes and implementation
Ways to work together
- SprintTwo to four weeks from brief to insights and a concept your team can take forward.
- From insight to launchThe whole project, from research to delivery, holding the vision until the service, programme or experience is real.
- Embedded in your teamA senior lead inside your team, agency or pitch, on site or remote from Lisbon.
Contact
Rethinking how people experience your service? Let's find where to start.
Tell me about your customers, and the moments that matter most.
Or write to fiamma.deglinnocenti.it@gmail.com
Organisations I've worked with
