Service & Product Design
Service design is the foundation that ensures we build the right thing, in the right way, for the right reasons.
Start with “why?”
Rather than jumping straight into build phases, we take a holistic view of the entire ecosystem—connecting users, business operations, society, and technology—to validate requirements before committing development resources. Service design acts as the core connective tissue bridging User Experience (UX), Customer Experience (CX), and Business Design, delivering solutions that are commercially viable, technically feasible, and inherently sustainable.
While skipping architectural and service design planning may seem faster upfront, starting with comprehensive service design dramatically lowers your implementation costs, prevents expensive late-stage changes, and avoids wasted engineering effort on features that won't deliver real value.
Service design is our approach to ensuring we build what truly matters.
It ensures we're building the right thing in the right way for the right reasons.
Our process is simple and thoughtful.
When we begin a service design project, we look at your entire ecosystem. Your users, business operations, society, technology, and how they all interact. This comprehensive view helps us:
Validate requirements before committing resources to development.
Identify opportunities that might be missed if a narrower focus was applied.
Ensure solutions are feasible, sustainable and scalable.
Balance commercial viability with user needs.
Design solutions that work in the real world, not just on paper.
Deliver a positive impact on the environment and/or society.
Think of service design as the foundation of a house.You wouldn't start building a house without proper architectural plans, and you certainly wouldn't design those plans without understanding who's going to live there, and how they'll use the space.
Great products & services aren’t built in isolation.
Our approach encompasses:
Design thinking: A proven framework for tackling complex problems.
Human-centred design: Keeping real people at the heart of every decision.
Business design: Ensuring commercial viability and operational feasibility.
Technical expertise: Understanding what's possible and practical.
What You Can Expect
This process is non-linear and iterative, embracing the complex nature of problem-solving. While we have defined phases, we move back and forth as new insights come to the fore. We use divergent and convergent thinking, expanding our exploration broadly, then narrowing to focused solutions.
Our Flexible Framework
The 20fifty service design framework is defined enough to give every project structure, yet flexible enough to suit the demands of each engagement, shaped by its own timelines, budgets, and appetite for exploration. The phases stay constant, only the depth within them changes. A lean engagement runs each phase in focused, streamlined form; a comprehensive one expands the same phases for deeper discovery and more rigorous validation.
Discover
Align
Create alignment between all stakeholders on project goals, scope, and success criteria.
Research
Gather comprehensive insights about users, market context, and the business environment.
Define
Analyze
Synthesize research findings into actionable insights that inform design criteria and approach.
Design
Ideate
Generate diverse solutions that address the identified problems and opportunities.
Prototype
Create tangible representations of solutions for testing and validation.
Refine
Validate
Validate solutions with users and stakeholders through structured feedback sessions.
Refine
Iterate and improve solutions based on testing feedback and insights.
The result? A fully validated, risk-mitigated digital solution that’s designed to bridge your business strategy with operational feasibility. Catching misalignment and structural issues early, you save significantly on overall development costs while avoiding late-stage code rework. Ultimately, our 20fifty service design approach ensures you invest your resources into building scalable, high-impact products that your users love and your business can sustain.
Designed from the ground up.
We design services and products by working backwards from your use case, so you invest in building the right thing before building the thing right.
The right problem, found early.
Research and discovery surface what users actually need, not what everyone assumed.
Validated before it's expensive.
Prototypes tested with real users, so bad bets die cheap and good ones get funded with confidence.
A product people actually use.
Human-centred design means adoption, not just delivery.
Alignment from boardroom to build team.
One shared, evidence-based picture of what's being built and why.
A faster path to production.
Clear specs and tested designs mean engineering starts building, not guessing.
Start with design
Great solutions don't start with technology, they start with understanding the people who'll use them. What do your customers actually need, and where does today's experience let them down? Bring us the problem. We'll help you design the answer around real users, not assumptions. We’ll ensure what is built is something people understand, trust, and come back to.