Is this a workshop or a project?

A short project built around workshops. Interviews and prototyping happen outside the room; the workshops are where decisions get made and recorded.

Who needs to be in the room?

Whoever can say no. In practice: the business owner, one person from the frontline team that will use the thing, and someone from engineering who knows what the systems can actually do.

What if validation kills the idea?

That is the cheapest possible outcome. Disproving a concept in a workshop costs a fraction of disproving it after two quarters of development.

Design Thinking service design

Design thinking workshops that turn a vague AI ambition into a buildable product definition: interview users, map the journey, prototype cheaply, disprove weak ideas early.

"We want to build an AI assistant" is not something anyone can build. Nobody knows who uses it, at which moment, or which existing action it replaces — so whatever gets written usually goes unused. Service design covers exactly that gap: lay out the user journey, find the few points where AI genuinely fits, validate with a paper prototype or a minimal demo, and only then decide whether to write code.

Who it is for

The product shape is still undefined but budget and a time window already exist
Several departments hold different expectations of the same AI project and need one conversation that settles it
Consumer-facing or frontline-facing AI products where experience decides adoption

Not a fit:

Requirements already specific enough to write a technical spec. Go straight to agent delivery.

How we run it

User interviews. Six to ten real users: how they do this today and where they get stuck.
Journey mapping. Map the full service journey and mark the emotional low points and the longest waits.
Co-creation workshop. Cross-department session converging on two or three candidate concepts in the room.
Prototype and validate. A clickable prototype or a human-simulated version, tested back with real users.
Product definition. A buildable requirements document with acceptance criteria.

What you get

Interview records and insight list
Service journey maps, current and target state
Candidate concepts with the trade-offs recorded
Clickable prototype plus user validation findings
Product requirements document and acceptance criteria

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Questions we get asked

Is this a workshop or a project?: A short project built around workshops. Interviews and prototyping happen outside the room; the workshops are where decisions get made and recorded.
Who needs to be in the room?: Whoever can say no. In practice: the business owner, one person from the frontline team that will use the thing, and someone from engineering who knows what the systems can actually do.
What if validation kills the idea?: That is the cheapest possible outcome. Disproving a concept in a workshop costs a fraction of disproving it after two quarters of development.