Service Design

User-Centered Design

At Dapth, we believe great service design starts with people — and ends with real, lasting impact.
We’re proud to offer Service Design as a dedicated capability, led by Dan Bradley and supported by a growing team of UX strategists, service designers, and content specialists including Josh Bradley (Chief Design Officer) and Dee Mason (UX Consultant & Strategist).

This isn’t just about fixing the front end. Our approach helps organisations rethink the entire service journey — from the first customer interaction to the behind-the-scenes processes that keep everything moving.

Whether it’s public sector systems or private digital platforms, we design services that actually work — for people, processes, and progress.

Experience Optimisation

Service design is the art and science of creating meaningful, seamless experiences that span the entire lifecycle of a service - from the initial customer interaction to the ongoing support and delivery. It’s about seeing the bigger picture, understanding the needs of both customers and employees, and carefully designing every touchpoint that shapes their journey. 

Our service design approach is collaborative, involving all stakeholders to ensure the solution is practical, scalable and impactful.

We begin by understanding the entire customer journey, identifying pain points and finding opportunities for improvement. Through detailed service and process mapping, customer personas and user feedback, we create a blueprint for delivering services that not only meet but exceed customer expectations. 

Experience Optimisation

We work collaboratively with your team and stakeholders to ensure solutions are practical, scalable, and impactful.

Here’s how we do it:

• Discovery: We map the full customer journey, identifying pain points, blockers, and opportunities for change

• Co-Design: Through workshops, user research, and feedback, we work alongside you to define what success looks like

• Blueprints & Strategy: From service maps and personas to improved processes and content systems, we deliver actionable plans

• End-to-End Delivery: We ensure what gets built is not just what looks good — but what works behind the scenes

Our goal is always to create connected experiences that reflect the real needs of your customers and the operational reality of your teams.

Service design enables a whole-of-business approach to solving complex problems.

• It aligns systems, staff and technology

• It transforms fragmented touchpoints into seamless journeys

• It increases clarity, efficiency, and customer satisfaction

• It builds internal confidence and cross-team alignment

Whether you're improving a digital experience, reworking internal workflows, or launching something entirely new — we help you design services with purpose and clarity.

Designing a great service isn’t about adding more. It’s about making things clearer, more intuitive, and more aligned with real human needs.

We’re here to help you turn complexity into clarity — and ideas into solutions people actually want to use.

Ready to redesign how your organisation delivers service?
Let’s make it seamless.