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SOCIAL SERVICE DESIGN
Create meaningful opportunities for action

Goals


  • Enable environmental and social solutions to thrive, generate leads and retain engagement 
  • Transform barriers to action into opportunities!
  • Anticipate user needs and plan for data collection along the way
  • Prioritize user satisfaction over technical or institutional constraints
  • Launch a new service or simprove an existing one

Tasks 


  • Design, blueprint, and map a service step-by-step
  • Review the user path to ensure consistency and ease of use
  • Remove barriers through a user-centered design (UX) approach
  • Optimize contact points (paper, phone, SMS, digital, physical, hybrid)
  • Anticipate impact and identify potential gaps before launch
  • Define the right support team to handle satisfaction and avoid overflow
  • Evaluate, iterate, and improve


Examples of previous projects:


From Database to Market: A web app to reserve native plants



Defining, sequencing and formalizing the step-by-step user needs to reserve plants online and find the right nursery. From the existing website, the challenge was to redesign the value proposition into a clearer user journey new vision:
  • Blueprints for pages and actions
  • Navigation cards
  • Goal alignment for existing pages 
  • Simplified customer experience




What the food: An app to reduce food waste on campuses  



We created content and step-by-step pages for the mobile app to help students provide feedback on food quantities, reduce waste and raise awareness on campus
  • Logo & brand universe
  • UX and page flow
  • Social media visuals and CTAs




Remix: Service design for waste innovators


With 10,000+ volunteers and hundreds of waste innovators worldwide, we led workshops and design sessions to:
  • Build or improve services
  • Hack technical or business challenges
  • Design scalable solution pathways
 



Customer service design for Urban Planning & Waste Collection 


Planning points of contact and responses to satisfy the demand with mediators & call centers dedicated to the public, guaranteeing every user gets an answer:
  • Flow metrics and volume strategy
  • Overflow staffing management
  • Tree of answers and custom responses
  • Proactive feedback collection
  • Triage, sensitivity rankings and time management  
  • Positive feedbacks tracking and sharing