Humanising is the
path to more consistent results.

We are a service design agency founded and led by women. Through a structured approach that unites empathy, collaboration and experimentation, we uncover the insights that move people towards better strategies.

Clients

Your product is a service.

A physical or a digital product fundamentally serves the people who use it. This is the Service-Dominant Logic: service is the basis of exchanges in all economic activity. Therefore, your product is just a tool by which services are provided. And, behind products that deliver value there are teams aligned around a powerful strategy, which combines efficiency for the business and significant experiences for people. A good service is the materialisation of this strategy.

Our work has three steps.

Prepare

Awareness and training for mindset change

Plan

Market research

Identification of behavioural profile of targeted audiences

Customer experience diagnostic

Philosophical, strategic and procedural alignment between marketing, product, sales and customer success

Service blueprint

Strategic plan to positively impact people’s experience

Make

Continual service improvement and innovation

Implementation of a process common to different areas of the company for innovation and change management

Explore

In-depth market analysis, understanding of the target audience’s behavioral profile and diagnosis of the current experience throughout the customer journey through ethnographic research.

Co-create

Alignment between teams, strategic guidance for solutions co-creation and facilitation of shared decision-making from a neutral point of view.

Design

Ideal journey design and its implementation plan.

MEMBRO