This service design consultancy focuses on empathetic service design and human-centred customer experience. It develops customer journeys and service processes and trains people in interaction skills. Customer service development is based on interviews and observation of service processes, and the team includes service designers, interaction coaches, psychotherapists and occupational therapists. According to its website, the company also develops robots to better meet customers.
The Human Interaction Toolkit (HIT) is a training package of hands-on workshops. It can be delivered as a one-day session or a longer course, and remotely as HITStream. A design studio produces service simulations, training videos and audio productions, with professional actors used to study customer and service staff emotions and behaviour. ELY-centre consulting services are also offered to small and medium-sized enterprises.
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