Experience Strategy
& Service Design

Enabling new experiences by connecting business
strategy with design strategy

Effectively bringing new innovations to life is more than just one person sketching an idea on a napkin. Successfully achieving new ways of interacting with customers requires alignment of entire organizations, visualizing and communicating new ideas, and planning for all components of a service delivery. Mad*Pow makes the connection between business models and design direction. 

A Strong Vision Catalyzes Innovation

We find that visualizing ideal experiences is key to developing ideas and generating consensus on new solutions. We leverage a variety of innovation methods and experience design deliverables to inspire teams and ensure alignment. Design-thinking workshops, journey maps, service blueprints, and other narrative materials illustrate positive, customer-centric change.

Mapping Back-end to Front-end Enables Change

Innovative experiences don’t live in a vacuum. To deliver those unique, compelling experiences, we need to understand the interplay of all the components in the system. By mapping back-stage actions and understanding technology, policy, and services, we can enable organizations to bring those experiences to life. 

"At Mad*Pow, we like to embed strategists within customers' daily routines. We might get certification to be in an operating room so we can stand next to surgeons as they go through a procedure. It's intense, it's fun and it often provides a window into the realities of a business model or service."

Sample Experience Strategy & Service Design Activities

Journey Mapping

Visualizing a person’s journey across the lifecycle of an experience helps identify opportunities and pain points.

Operational Planning

Understanding and detailing the “back-stage” components required to deliver great experiences.

Service Design

Beyond an interface, designing the entirety of an experience - refining existing services, or creating new ones.

Multi Touch-Point Planning

Developing a strategy for delivering and maintaining experience and content across multiple channels and touch-points.

Service Blueprints

Structured documentation of physical components, staff operations, and infrastructure needs to deliver a service.

Solution Roadmapping

Providing strategic plans and actionable next steps to align teams around a common path forward.