SERVICE DESIGN

STRATEGIC DESIGN

FOR PUBLIC & PRIVATE SERVICES

Customer experience is what really drives behaviour and affects the products we buy or the services we use. This can be seen both in leading companies seeking growth and in public sector organisations seeking to deliver more effective and efficient services.

PDR has pioneered the discipline of Service Design - which involves applying a structured approach to the design and delivery of services. This approach is often delivered across multiple platforms and touchpoints and results in improvements to the quality, consistency and customer experience of services. PDR’s service design group is highly experienced and has been at the forefront of service design practice for the past five years. It provides award-winning design for an international client base and works with a vast range of companies, from leading high street brands to regional public sector bodies, designing tangible solutions that add value for customers, generate new revenue streams and improve poorly performing services.

The team’s location within PDR allows it to draw upon expertise across the organisation as a whole in product, UX and User-Centred Design and also to access the very latest tools and technologies- including ethnographic research, ideation, rapid prototyping and user testing- in support of creating services that truly engage with end users and meet the delivery requirements of the provider.

PDR CONSISTENTLY

CREATES COMPETITIVE

ADVANTAGE FOR

SERVICE PROVIDERS.

The Greenhouse is a training course created by PDR to up-skill designers and policy makers in the delivery and management of service design projects in the public sector.

This three-day course brings clients to PDR to participate in workshops, projects and practical learning around a current service challenge faced by the organisation.

Developed primarily for service organisations looking to place greater emphasis on customer experience, The Greenhouse is also used by organisations to improve the performance of their contact centres, face-to-face services and innovation processes.

THE GREENHOUSE

• SERVICE USER & MARKET RESEARCH

• CUSTOMER JOURNEY MAPPING

• CONCEPTUAL DESIGN SERVICE & INNOVATION

• SERVICE BLUEPRINTING

• SERVICE PROTOTYPING

• PUBLIC SERVICE INNOVATION & DESIGN

• SERVICE INNOVATION PROCESS DESIGN

• CO-CREATION & CO-DESIGN

• PROJECT & PROGRAMME DESIGN

SPECIALIST SERVICES

CLIENTS

Work carried out at PDR encompasses everything from original research and analysis through to design, prototyping, low volume rapid manufacture and new product introduction.

PDR has its own unique approach, which combines the latest in high-quality research activity and knowledge with world-renowned consultancy practice. With extensive design, research, user insight, usability, prototyping and workshop facilities in-house, PDR brings together the latest technologies and facilities to create an unparalleled capability and world-leading results for the companies and organisations it works with.

PDR - INTERNATIONAL

CENTRE FOR DESIGN

AND RESEARCH IS A

WORLD-LEADING

AND AWARD-WINNING,

MULTI-DISCIPLINARY DESIGN

CONSULTANCY AND APPLIED

RESEARCH CENTRE.

PDR has already worked with over 1000 companies, providing them with cutting-edge, realistic and timely solutions across a broad spectrum of sectors. These sectors include medical, aerospace, automotive, military, sports and leisure, industrial, food, cosmetics and personal care as well as both the public and third sectors.

Organised across eight globally renowned groups, the Centre’s broad experience and rich resources are complemented by a customer-focused approach - which emphasises control and robust reliable design solutions throughout.

Under one roof, the capabilities, knowledge and expertise are unprecedented and maintain PDR’s position at the cutting edge of knowledge and practice and as a world-leading centre in design and innovation.

PDRCardiff Metropolitan UniversityCardiff, United KingdomCF5 2YB

Tel: +44 (0) 29 2041 6725Fax: +44 (0) 29 2041 6973Email: info@pdronline.co.ukWeb: www.pdronline.co.uk

TESTIMONIALS

“We are now looking forward to using these tools across the business to provide added value services to our customers.”MARKETING DIRECTORNUAIRE

“Thank you for your time; again we found your experience and knowledge invaluable to help us set up our service opportunities.”MANAGING DIRECTORHYDRO INDUSTRIES

“This project showed me that service design can be used help identify further barriers to engagement with the arts and refine what we do for the benefit of customers.”HEAD OF MARKETING & COMMUNICATIONSWALES MILLENNIUM CENTRE