Why will people love your brand?
What do your customers really want?
How do you give them what they need?
Design Leadership & Innovation Management
Design Leadership
Strategic creativity & cultural intelligence
Actionable insights & practical prototypes
Design
Design is the process of making plans and specifications to build things. It is the ability to imagine and create a preferred future. A designer seeks to understand and visualise how and why things work beautifully.
“Planning with a sense of aesthetics” – Bruno Munari
“Arranging elements to accomplish a particular purpose” – Charles Eames
Leadership
Leadership is doing the right thing. It is the ability to inspire and guide people to share and create a vision. A leader sees, serves, listens and acts with empathy and compassion.
"If you want to build a ship, don't drum up people to collect wood and don't assign them tasks and work, but rather teach them to long for the endless immensity of the sea." - Antoine de Saint Exupéry
I offer your brand a way to create products & services that investors, employees and customers love.
Based on Evidence, we apply critical Insight, testing and learning with Prototypes.
Immersive User Research
Field Research & Ethnography
Cultural Intelligence
Actionable Insights Reports
Behavioural Models
Competitor & Benchmark Analysis
Frame the problem from the user’s point-of-view and context. Observe their behaviour, listen deeply to them, co-create and collaborate with them. Understand their motivations and real human needs. Solve their problems in the ways that are relevant, meaningful and valuable to them.
Sensemaking & Insight
Workshop Design & Facilitation
Mindset Maps
Journey Maps
Service Blueprints
Strategic Roadmaps
Identify, define and select the most important types of users and customers. Describe their needs, goals, motivations and challenges. Analyse and synthesise data & information, transform it into knowledge and wisdom that you can evaluate and apply. Action!
Prototypes & Pilots
Concept Designs
Information Architecture
Interaction Designs & Detailed Plans
Digital & Physical Prototypes
Pilot Programmes
Build digital, physical, experiential and environmental prototypes quickly to get real-time feedback from users. Make on-going strategic, tactical and operational decisions with confidence.
I use a Service Design approach with Innovation methods successfully for global and local brands across sectors in B2B and B2C; Accenture, ActionFace, Avianca, BBVA, FlyRevo, Hasbro, Itau, Jo Malone, MAC Cosmetics, Mango, Mattel, Natura, The NHS, Petronas, Resynergi, Sabadell, Singapore Airlines and others.
What is Service Design?
Why it works
Service design integrates behavioural sciences, systems thinking and human-centered design methodologies.
Service design is a multi-disciplinary practice and approach that orchestrates the creation and delivery of experiences and systems across entire value chains to create seamless end-to-end human experiences.
Service design evolved from human factors, practical branding, user-centered design and participatory, empathy-led design traditions. It is collaborative, holistic and evidence-based.
How it works
1. Go to the users. Listen and observe.
2. Gather evidence. Make sense of it.
3. Define, design and build prototypes.
4. Test and learn. Iterate.
Outputs & outcomes
A visual explanation. FlyRevo won a Red Dot design award for Branding in 2023. A premium advanced air mobility service pivoted from an existing off-shore energy operation.
As-is journey mapping
How and why does it happen now?
Customer journey mapping shows how different users currently behave in the ecosystem. Tracking emotions and actions at each moment of their experience, as well as which assets, systems and processes enable or prevent the desired experience. We understood the market was bigger than we thought. Customers needed support getting to the heliports and with luggage too, A huge opportunity!
To-be service blueprinting
Visualise and orchestrate the future state
The service blueprint let us orchestrate capabilities and interactions between users, interfaces, systems, partners and contexts, We focussed on three user types, to ensure safety comfort and convenience for all involved. Bringing functionality and flexibility to customers in current channels would be essential. Adhering strictly to regulatory procedures, too.
Prototypes, MVPs & Pilots
Produce and test solutions iteratively
Choosing which features and functions to start with requires careful consideration. We build complex systems in modular, scalable sprints and nodes. Test and learn. This is the way. Aircraft specs, uniformed pilots and staff, the right communication channels and how to provide safety briefings were all key.
Physical experiences
Way finding, signage and environments
Humans are embodied beings in space and time. We feel lucky when we know where we are. Places and spaces impact people, what they feel, think and do. The physical and environmental experiences must be consistent with and complementary to any other touch point. Smells, sounds, tastes. Speed, texture, and tone. Everything impacts the customer. Premium quality and an eye for detail. The coffee and the pão de queijo have to be just so.
Digital touchpoints
Interface and experience in context
Digital pervades every aspect of our lives today. It’s about more than screens. Test and refine every micro-interaction. Deploy various prototypes and pilots to measure and compare performance, reduce risk and increase satisfaction continuously. Integrating traffic, weather and flight information without overwhelming the passengers or their loved ones is a science. Sharing that information with humans is an art.
Backstage operations
Signature moments
Services that people love are created by never letting customers see “behind-the-scenes”. When all elements are orchestrated and integrated effectively, the customer experience is relevant, meaningful, seamless, and a delight! From home to heliport, into the air and back on the ground. FlyRevo is growing and moving guests around the São Paulo region of Brazil. Emotionally and physically! Loyalty begins with love.
