Simplify the complexity of delivering your next service.
Align your product, marketing, HR & IT teams on what users actually need. Build a roadmap the whole company can collaborate on. Delight your users and create momentum.
Hello, I'm Baptiste.
I'm an independent Service Designer based in 🇫🇷 and working with teams across the 🌎.
I believe the user experience starts long before customers reach their screens. It has more to do with ethos and strategy than pixels.
Truly successful experiences are the results of an internal alignment of processes, touchpoints, user needs & business model. My job is to help you strike this balance.
The right vehicle for maximum impact
DESIGN
Here we focus on products, whether industrial or digital, B2B or B2C, it's about making the experience as seamless and satisfying as desired. In & out, front- & back-stage we look at your services from every angle.
COACHING
Individuals behind the designs need nurturing too. Sometimes it's not just the end results that requires our attention but the collaboration that leads to them. Together we can use your ongoing projects as sandboxes to up skill your top talents.
TRAINING
Design skills should be evenly distributed inside organisation to empower every stakeholder to tip the scale in favour of better, stronger, more viable strategies. Continuous learning for executives can be delivered on-site or remotely.
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Service Design Mission
Design all the layers of a service from customer to back-office
Mission
Moments-of-Truth Audit
Re-enchant your customer experience
User Research Mission
Gather some insights
Design Sprint
7 days to make a bang
MVP Launchpad
from 0 to 1 in 4 weeks
I help teams deliver seamless, user-friendly & relevant services.
vghj
accent: #6e79
Service Design Mission
Design all the layers of a service from customer to back-office
Mission
Moments-of-Truth Audit
Re-enchant your customer experience
User Research Mission
Gather some insights
Design Sprint
7 days to make a bang
MVP Launchpad
from 0 to 1 in 4 weeks
I help teams deliver seamless, user-friendly & relevant services.
vghj
I coach individuals and teams to help them achieve their design projects.
Coaching
Make Personae Great Again
Venture beyond marketing stereotypes
Product Owner Shadowing
PO on steroids: learn the best practices on the job
Product Portfolio For Agile Teams
Make your design process SAFe
Backlog Grooming
Trim down that ugly backlog, focus on the right stuff
Workshop Facilitator Shadow Coach
Set the stage for the best workshops
Design Advocacy With Internal Stakeholders
Turn the Design culture of your organisation on its head
Pitch Coaching
3 min to convince your board to fund you
Design Thinking
Service Blueprint
Workshop Facilitation
...
I up skill executives and their teams with the latest strategic design methods.
They swiped right
Crafting memorable user experiences that convert is a team sport and I was honoured to join forces with some of the fiercest companies on the market.
Get in touch
Tell me a little about what you’re working on, your end-goal and let's figure out whether it’s a good fit. I'm happy to explore how Service Design can help your business grow.
A case study is better than a thousand emojis
Explore the ethos behind some of my past collaborations. Whether creating a service from scratch or addressing unfamiliar customers Service Design offered a pathway to bring all collaborators to the table and refine meaningful and viable experiences.
Same service, totally different customer
This company made the big jump from serving B2C clients to addressing much more complex B2B clients with multiple internal stakeholders. Service Design help streamline a relevant experience.
Challenge
Envision a desirable B2B experience of an existing consumer market service, identify the new processes and interactions between all levels of operations (front staff, helpline, admin...).
Result
I create a service blueprint describing how the new service for the B2B persona would be implemented. I identified and did some rapid mock-ups of the missing IT components (ERP, CRM, mobile input apps for technicians on the field...).
Context
The client, a SME in the Service for Real Estate & Building Industry (20M€ turnover, 100+ employees), was leader on the consumer market and wanted to adapt his services for the B2B market.
Feedback
"I'm very please with the roadmap we came up with! Baptiste involved 15+ key internal stakeholders to release the blueprint of the new service, that means every aspects of the customer experience and the operations got looked into thoroughly. Our staff had never worked so collaboratively before, everyone had a voice and it was good to blend the voice of the business with the voice of the customer, which our frontline staff are very legitimate to represent. We couldn't have done it without Baptiste's expert facilitation."
— CMO
Create synergies between services to increase average spending
This client's core business in Logistics benefited from digital services brought to its customers, it helped them in the day-to-day running of their restaurant operations and increase their reliance on their supplier.
Challenge
Create an ecosystem of high value-added services alongside the historical core business in a price-sensitive & time-poor restaurant industry (...during a pandemic).
Result
I devised a development roadmap spanning over 4 major releases and 25+ sub-features. I trained the team with the required agile mindset to challenge the plan along implementation. We outlined 3 service blueprints detailing the overarching vision for the new ecosystem and the team later launched their MVP.
Context
The client, an SME in the Beverage Industry (140M€ turnover, 400+ employees), market leader for delivery of wine and spirits to restaurants, wanted to develop high value added services alongside it's main historical business in logistics.
Feedback
"I'm blown away by Baptiste's ability to use storytelling to sell the project to the board. He turned a complex service into a simple roadmap. Despite the stress the pandemic has put in the restaurant industry, the board has approved the vision and we're now ready to implement. I'm confident the new menu service will increase the average shopping basket per client & increase retention."
— Product Owner
Baptiste Bachellerie Independent Service Designer
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