This document provides information about a company called We Are Snook that specializes in service design and customer experience design. They work with clients to map customer journeys, identify pain points and opportunities for improvement, co-create solutions through prototyping and testing, and support implementation to improve brand experience, customer satisfaction and business outcomes. Their process involves customer research, journey mapping, prototyping, and implementing customized solutions to meet client needs.

2. W E D E S I G N G R E A T
C U S T O M E R E X P E R I E N C E S
WE SPECIALISE IN SERVICE DESIGN WHICH ENCOMPASSES

3. Y O U R B R A N D
=
Y O U R S E R V I C E
EVERY TOUCHPOINT YOUR CUSTOMER INTERACTS WITH IS YOUR BRAND.
IT IS MORE THAN JUST A LOGO.
THIS INCLUDES HOW YOUR ORGANISATION DELIVERS YOUR OFFER.

4. H O W W E W O R K
WE CAN DEVELOP A PROJECT WITH YOU
YOU CAN PROVIDE US A BRIEF TO DELIVER
WE CAN PROVIDE YOUR STAFF WITH TRAINING ON HOW TO DO THIS
WE CAN DEVELOP A PROPOSAL TOGETHER AS A COLLABORATION
WE CAN RUN A TRAINING PROGRAMME FOCUSING ON AN INTERNAL PROJECT
WE CAN UNDERTAKE SHORT CONSULTANCY WITH YOU

6. W E E X P L O R E B O T H B U S I N E S S
P R O C E S S E S A N D H O W T H I S
A L I G N S W I T H W H A T P E O P L E
E X P E R I E N C E

7. W E C O - C R E A T E V A L U E F O R
Y O U R C U S T O M E R S A N D
B U S I N E S S N E E D S
WE WORK WITH YOUR CUSTOMERS, EMPLOYEES AND KEY PARTNERS,
INVOLVING THEM IN THE DESIGN PROCESS TO SHARE KNOWLEDGE
AND INSIGHT ON WHAT WORKS AND WHAT DOESN’T

8. W E H A V E B R E A D T H O F
S K I L L S A N D E X P E R I E N C E
GRAPHIC DESIGN
BRAND STRATEGY
SOCIAL
MARKETING
CAMPAIGNS
WEB DESIGN AND
DEVELOPMENT
USER TESTING
USER EXPERIENCE
USER RESEARCH
STRATEGY
SERVICE DESIGN
EXPERIENCE
TESTING

9. H O W W E T H I N K
A B O U T C U S T O M E R
E X P E R I E N C E
Research and
understand how
people experience
your service
END TO END
EXPERIENCE
CUSTOMER
CENTRED
Map end-to-end
journeys and
ensure customers
can easily transact
with you
Ensure touch
points across all
channels link for
the customer and
are efficiently
delivered
JOINED UP
CHANNELS

10. Y O U R C U L T U R E
M A T T E R S
We discover what works
and what doesn’t from
your staff, utilising their
knowledge for the
optimum customer
journey and value
proposition
INNOVATIVE
CULTURES
UTILISING STAFF
KNOWLEDGE
We provide opportunity
and frameworks for your
staff to get more
involved in your
business, innovation
and service
improvement
We don’t design in
isolation. We take you
every step of the way
with us. The knowledge
we produce during our
work is yours to take
forward into
implementation
CO-DESIGN WITH
YOUR
ORGANISATION

11. T Y P I C A L B E N E F I T S O U R
C L I E N T S A C H I E V E
REDUCED
CUSTOMER
COMPLAINTS
INCREASED
TURNOVER FROM
NEW, RETAINED
AND HAPPIER
CUSTOMERS
INCREASED
CUSTOMER
SATISFACTION
MORE EFFICIENCY
RESULTING IN
REDUCTION OF
SERVICE
DELIVERY COSTS

12. O U R P R O C E S S
DOUBLE DIAMOND
DESIGN COUNCIL
2007

13. IDENTIFYING
CUSTOMER GAINS
AND PAINS
CUSTOMER
JOURNEY
MAPPING
CUSTOMER
RESEARCH
We map customer
processes and
experiences as journeys
from their perspective
and how this is
delivered behind the
scenes as an end-to-end
visual plan
With this knowledge and
completed journey
maps, we can outline
where there are
inefficient processes,
customer pain points
and areas for either
incremental
improvement or radical
innovation
Our researchers and
designers study
customer behaviour in
context, data patterns
and undertake
interviews to outline
user needs and insights

14. NEW BUSINESS
OPPORTUNITIES
AND BRIEFS
BRAND AND
SERVICE
PRINCIPLES
CUSTOMER
PROFILING AND
INSIGHT
We outline the brand
principles that meet
your customer needs,
ensuring every
touchpoint is consistent
in your marketing and
across your service
touch points
We highlight where
there are areas to
develop your business
and customer offers,
turning these into a
series of
recommendations and
project initiation
documents
We develop customer
insights and profiles
from data and
qualitative research
allowing you to design
offerings that meet their
needs

15. PROTOTYPE AND
USER TESTING
END TO END
EXPERIENCE
DESIGN
SOLUTION
DESIGN
We visually map end-to-
end re-designed
customer experiences,
outlining key stages of
the revised journey from
interactions with a new
app to reworked
processes for how you
deliver you service
We create prototypes to
run controlled tests and
evaluate what works,
what doesn’t and repeat
until we’ve got the new
offering right. This
stretches from basic
wireframes of a new app
to full interactive
experiences across time
We develop the
recommendations into
fleshed out ideas on
how to improve your
offer to customers from
incremental changes to
radical innovation of
your products and
services

16. FUTURE
STRATEGY
IMPLEMENTATION
SUPPORT
SERVICE
BLUEPRINT
We support the training
of staff and integration
of new brand and
service principles across
your organisation with
manuals, slide decks
and strategy documents
We can support you to
outline the future
development schedules
of your service and how
to develop an ongoing
development cycle for
your service
We develop blueprints
to document in detail
how your offer works
front and backstage for
your customer. This
includes the full end-to-
end customer
experience and how you
operationally deliver
this

17. W E C A N B U I L D A N D
L A U N C H O U R D E S I G N S
We find out how
customers want
to use your idea
and develop
ideas in response
We use quick and
cheap
prototyping
methods
We start from
idea to wireframe
through to digital
We build
iteratively with
you to create the
product you need
We test your
product with your
marketplace
We identify your
users with real
time insights and
direct data access
We can work with
you to launch
your product
We can partner
with you to
develop the
product over time
in response to
how it is used
D I G I T A L A N D B R A N D

18. O U R A W A R D S
NCTJ UK Multimedia Award for
Dearest Scotland (2014)
Winner of the Mozilla + Technology
Strategy Board IC Education award
(2013)
Awarded Google Fellowship (2011)
Winner of Young Scot’s Enterprise
Award (2011)
Winner of Design Council and Nominet
Trust UK Working Well Challenge
Winner of Scotland’s first Social
Innovation Camp (2009)
Finalist in the Lighthouse Design
Impact Award (2014)

19. O U R P R E S S

20. M o r e p r o j e c t s o n
w e a r e s n o o k . c o m
Contact us:
curious@wearesnook.com
+44 141 258 7644