CUSTOMER EXPERIENCE

Service Design in Perth: Solve the Right Problem First

Human-centred service design for Perth organisations, working with your customers and staff to understand what needs to change, before deciding how to maximise the benefits.

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Dapth clients

Chosen by leading WA corporations, companies & state & local government

SERVICE DESIGN PERTH

Human-centred service design means understanding your users before designing for them

Most digital projects are built on evolving assumptions about what users need. Service design replaces assumptions with evidence, through research, observation and co-design with the people who actually use your digital platforms and services. The Dapth service design practice works upstream of digital delivery, ensuring that every system, platform and experience we build solves a problem that has been properly defined. We deliver Service Design for WA government departments, enterprise organisations, and not-for-profits where designing the right service the first time is a requirement, not a preference.

Organisations that skip service design spend twice as much fixing problems that research would have caught. We've seen it. We've fixed it. We'd rather help you avoid it.

YOUR ADVANTAGE

The most expensive digital projects are the ones that build the wrong thing well.

Elegant technology solving the wrong problem is still a failed project. Service design is the work that happens before the build, to make sure the build is the right one.

We see organisations invest in new platforms, websites, and applications, only to find that adoption is low, the problems haven't gone away, and the same conversations are happening six months after launch. The issue isn't usually the technology. It's that the service was designed around internal assumptions instead of real user behaviour and needs.

Dapth service design brings human-centred methods to complex service challenges, combining user research, journey mapping, service blueprinting and co-design to understand what needs to change and why, before recommending how. This is the work that prevents expensive rework.

BENEFITS DELIVERED

Service design unlocking your advantages

Define the right solution. Then build it right.

Clarity on the real problem

Evidence-based problem definition, grounded in what users experience, not what stakeholders assume. The foundation of every digital project that delivers true value

Reduced rework & wasted investment

Discovering that a proposed solution won't work in research costs far less than discovering it after build. Service design is the most cost-effective investment in any digital program.

Services that users actually adopt

When a digital service is designed around how people really behave, not how we wish they would, adoption rates improve and the solution does what it was built to do.

Alignment across stakeholders

Service design creates a shared understanding of the problem and the solution across internal teams, leadership and delivery partners, before assumptions become design decisions.

Connected design & delivery

Dapth service design practices connect directly to digital delivery. Research findings inform architecture, journey maps inform UX design and blueprints inform development.

Government service design capability

For WA government agencies, Dapth service design practices align with Australian government design frameworks and digital service standards, evidence-based, accessible and auditable.

DAPTH METHODOLOGY

How we approach service design

Discover. Define. Design. Deliver.Five stages. Full visibility. No surprises.

Research & Discovery

Stakeholder interviews, user research sessions, observation, contextual inquiry, and analytics review. We talk to the people who use the service, not just the people who commission it.

Synthesis & Insight

We make sense of what we've heard by identifying patterns, pain points, unmet needs and opportunities. You receive insight reports, personas and opportunity maps that your team can act on.

Journey Mapping & Service Blueprinting

Current-state and future-state journey maps show how users experience your service across every touchpoint, digital and non-digital. Service blueprints show the processes that enable each step.

Co-design & Concept Development

Working with users, staff, and stakeholders to generate and test ideas before committing to a solution. Rapid prototyping and concept testing with real users before design investment.

Design Handover to Delivery

Service design outputs, research findings, journey maps, blueprints, and validated concepts, handed over directly to the Dapth UX and development teams, or delivered as a standalone brief for your internal or partner teams.

DIGITAL ADVANTAGE ASSESSMENT

Where's your biggest digital opportunity?

Answer 10 questions and we'll identify your biggest digital opportunity, with a personalised report and a clear next step.

· Takes about 3 minutes · No login required · Free personalised report

PROJECT DELIVERY

Service design that changed how Perth organisations serve their customers

Casa Homes

See how Dapth transformed Casa Homes’ digital experience with an interactive Home Designer, editor-first CMS, and seamless online purchase journey.
AAAT - Access All Areas Training

A modern learning platform designed to simplify certification, connect employers, and scale with AAAT’s growth.
CKSC Asset Management Mobile App

Transforming complex challenges into seamless solutions, we didn’t just meet CKSC’s goals — we exceeded them, turning innovation into operational excellence and setting a new benchmark for success
Revolutionising WALGA's Online Presence: Website Redesign & Kentico Upgrade

WALGA was our very first client and website project. We built a multisite experience with a modern design to promote subscription-based content access.
Empowering Ocean Heroes: Pro-Bono Website Development & Branding by Dapth

We took the website from the dark ages to what is now a leader in the local government web arena.
Department of Water & Environmental Regulation Microsoft Intranet Case Study

The Department of Water and Environmental Regulation oversees and is responsible for our state’s most precious asset – our environment and water.
Clough Group's Website Transformation with Kentico 13 MVC by Dapth

Dapth successfully transformed the Clough website from a clunky, outdated platform to cutting-edge and accessible, and providing a much-improved user experience.
City of South Perth Intranet Development and SharePoint Migration

Dapth was able to successfully migrate content from the old version of SharePoint to the new, updating the version and streamlining its design in the process.
Austmine Innovation Program Portal

Supporting innovation programs through a custom portal
Pilbara Minerals

From in-depth exploration of Pilbara Minerals’ unique requirements and challenges, to testing and implementation, here’s how we turned the challenge into a seamless solution.

service pillars

Four ways to help you unlock your objectives

Our digital consultancy and delivery span four service pillars. Every digital system we deliver is built on one or more of these.

Website Design

A high-performing website that reflects your brand and turns visitors into customers. We design and build sites that balance visual craft with measurable business performance, built on platforms that let your team stay in control.

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Content Management Systems

Give your team the power to manage, update, and publish content without relying on developers. We implement and configure CMS platforms that fit the way your organisation actually works, whether that's Kentico, Umbraco, Payload, or Sitefinity.

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Digital Experience Platforms

Connect marketing, personalisation, and content management in a single integrated platform. We deploy enterprise DXPs that let you deliver the right experience to the right audience at scale, with the data to prove it's working.

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eCommerce Experience

Turn your digital store into a revenue engine. We design and build eCommerce experiences that reduce friction at every stage, from discovery to checkout to return visit, so your store converts and retains.

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Service Design

Map the full customer journey and redesign it around what people actually need. We use research, co-design, and prototyping to create services that are efficient for your organisation and seamless for your customers.

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UX & UI Design

Turn research into interfaces people actually enjoy using. We design intuitive, accessible websites, apps, and tools that reduce friction and lift engagement.

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Software Development

Custom software built to your exact requirements, scalable, secure, and maintainable from day one. From web platforms to enterprise applications, we deliver full-stack solutions using the right technology for your problem, not the easiest one for us.

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ERP & Operations Integration

Connect your ERP, CRM, finance, and operational systems so data flows freely and your team works from a single source of truth. We integrate complex environments without disrupting the business that's running through them.

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Product Design

Translate business requirements into well-designed digital products. We combine UX research, prototyping, and iterative design to build products that solve real problems, gain genuine adoption, and hold up under real-world use.

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Business Application Development

Purpose-built applications that replace spreadsheets, workarounds, and legacy tools. We scope, design, and develop business applications that match the complexity of your operations, built for the people who'll use them every day.

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Business Process Automation

Identify where manual effort is slowing you down and eliminate it. We design and implement process automation solutions that reduce cost, reduce error, and give your people time back for the work that actually requires them.

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AI Enablement

Embed intelligence into your systems so your business becomes more capable as it grows, not more complex. We design and build AI solutions on your own data: smart search, document processing, embedded copilots, and content automation.

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App Development

Custom mobile and web apps built for your customers, your team and your operations. From native iOS and Android to progressive web apps, we design, build and support applications people actually want to use, connected to the systems you already run.

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FREQUENTLY ASKED

Answers to your questions

01

Service design is a human-centred approach to understanding and improving how organisations deliver services to their users. It combines user research, journey mapping, service blueprinting, and co-design to clarify what needs to change, before deciding how to change it. Service design works across the full service experience, not just the digital touchpoints, and involves both the frontstage (what users see and experience) and the backstage (the processes, systems, and people that make the service work).
02

UX design focuses on how users interact with a specific digital product, the screens, flows, and interactions. Service design works at a broader level, understanding the entire service experience across all touchpoints (digital and non-digital), the underlying processes that enable the service, and the organisational context that shapes the user's experience. Good UX design is often informed by service design research. At Dapth, the two practices connect directly, service design research informs UX, and UX insights feed back into service improvement.
03

Yes. Dapth has delivered service design for WA state and local government agencies, aligning with Australian government human-centred design frameworks and digital service standards. We understand government procurement, stakeholder management, and the unique complexity of public service delivery: including accessibility requirements, privacy considerations, and the need for evidence-based decision making. Our work with the Department of Transport and APM demonstrates our capability in complex, multi-stakeholder service environments.
04

At Dapth, service design is connected directly to digital delivery, not a separate consultancy stream that hands over a report and walks away. Research findings inform UX architecture. Journey maps shape content design. Service blueprints inform system integration decisions. This means the insights from research translate directly into the digital solution being built, without the loss of context that happens when strategy and delivery are separated.
05

A focused service design engagement, discovery, research, synthesis, journey mapping, and concept development, typically runs 4–8 weeks. More complex engagements involving multi-site research, co-design workshops, and service blueprinting for large organisations run 8–16 weeks. For organisations integrating service design into a broader digital delivery programme, we scope the service design phase as part of overall project discovery.
06

Service design engagements at Dapth typically start from $25,000 for focused discovery and journey mapping work. More comprehensive engagements involving multi-round research, co-design sessions, and full service blueprinting run from $50,000–$100,000+. For government and enterprise organisations, service design investment is almost always recovered through reduced rework costs and more effective digital delivery. We provide a detailed scope and cost after an initial consultation.