Service Experience Lab

Service Experience Lab

Immerse yourself in the service experiences of your customers, identify new opportunities for innovation or discuss your service concept ideas with a sample of lead users.

In a bespoke one- or two-day programme we facilitate a lively encounter between your team and a selection of people from your target group. Through a series of well-prepared interactive assignments the participants explore the current and future service experiences of your customers. Your team will be able to closely observe these experiences and build up a deeper understanding of motivations, barriers and unmet needs by engaging in empathic conversations with your customers.

Our studios in central London and central Amsterdam are perfectly situated to host these Service Experience Labs. In London we are close to Liverpool Street station, so very easy to reach, and in the immediate surrounding of both an upmarket business environment and a buzzing creative area. In Amsterdam we are based at Herengracht, within easy reach from Amsterdam Central Station. Both locations have many buzzing streets and venues around, ideal for service safaris and service prototype testing. Of course we can also facilitate service experience labs with your customers at other locations.

The Service Experience Labs are also suitable for teams that wish to familiarise themselves with the service design approach of engaging with customers in an early stage of innovation projects. In a full-day programme we facilitate an exploration of the essential stages of immersion, insight creation and idea generation. The programme will be customised to fit the objectives and prior knowledge of your team members.

Service Experience Lab 2

Service Experience Lab 3

Global Design Research

Being known as a world-class specialist in Design Research (short for ‘design-led customer research’), many of our clients have asked us to deliver this kind of research on an international…

Ethnographic Studies

By spending time and interacting with potential users of new interactive services, we learn a lot about their habits, preferences, needs and concerns. This knowledge can be crucial for the successful development of innovative concepts for interactive services.

Design Documentaries

STBY has developed a unique method to explore and communicate the elusive, inconsistent fabric of everyday life by using video and engaging in a dialogue with the participants in a research.

Scenario & Persona Development

Successful interactive services are based on scenarios that go beyond just pushing new technology. The process to develop these scenarios needs to be imaginative and well out of the ordinary…

Probe and Diary Studies

Well-designed, surprising and playful materials can prompt participants to report in more lively and surprising ways than during interviews or focus groups, where they only sit and talk about…

Lead User Discovery Research

Learn from the leading edge of your customers where the most interesting opportunities to improve your service offering are. More and more companies ackowledge that the customer is becoming…

Research Synthesis and Consolidation

An increasing number of our clients already possess a wealth of disparate research data on the issues they ask us to examine. On a number of recent projects, our work has centred on uncovering,…

Quantitative Validations

Qualitative and quantitative work seldom exist in complete isolation to each other. Though as an agency we specialise in the former, our work is often used to help inform and target larger scale studies, serving as the input for quantitative surveys.

Cross sector value creation

We work for a wide range of client organisations. Spanning, and often cross-polinating, specific domains and sectors. We are specialised in bringing people into the heart of your innovation…