Making digital life human

Our service design services

We have a 15-year track record of offering service design services to clients across Europe, the Middle East, North America, Central America, and Southeast Asia. Our mission: crafting human-centered solutions that help you achieve your business goals and move the needle in your organization and industry.

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What we do for you

Customer-centric solutions

Deeply focused on user needs, we design service solutions that go beyond customer expectations. From concept to market, we help you launch meaningful interactions that wow people and achieve your specific business goals.

Strategic growth and alignment

We create tailored purpose-driven frameworks and strategies that help you align your organisation and drive growth. By integrating efficient processes with strategic foresight, we design services that evolve with your business.

Measurable impact

With our proven approach to innovation, we deliver scalable, future-proof, and impactful solutions. By fostering a culture of continuous improvement, we help elevate your service offerings, leading to increased revenue and customer loyalty.

Why our service design services?

Expertise across industries

From healthcare to government, mobility to big tech, we bring in-depth industry knowledge tailored to every challenge.

Global presence

With offices in Amsterdam, Lisbon, Berlin, and Abu Dhabi, we partner with organizations worldwide to push boundaries.

Proven methodologies

Our Service Design Maturity Model helps organizations embed service design at scale, structuring the transformation towards a service design-led company.

Impact of our service design services

13% increase in customer satisfaction through customer-centric approaches

Putting the customer at the heart of the biggest Dutch health insurer to boost customer satisfaction and improve their services.

33% decrease in the drop-out rate of the appointment booking process through digitisation

Redesigning the MyCUF app to be seamlessly integrated into the patient's medical appointment journey.

‘Working with Koos is amazing, they bring a fresh, strategic perspective to the team and their design work is top notch.’

— Samuel Rapp, Design Director at Careem

Our service design offerings

CX Vision & Strategy

A strong purpose and framework to align initiatives and energise your team.

Customer Journey Mapping

Visualise your customer’s experience in an engaging and explicit visual.

CX Management

Manage customer experience insights & make them accessible for all.

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Ready to transform your services and elevate customer experiences?

Partner with Koos, the leading service design consultancy, to make digital life human. Contact us today to discuss how our service design services can benefit your organisation.

Questions about our service design services

Service design is the design of services. To a user, a service is simple. It’s something that helps them to do something – like learn a language, buy a car, or order food. Many organisations offer services. These service are mostly not designed intentionally, around real customer needs but created with a business need in mind first, without properly considering customers. Result: an underwhelming customer experience, leading to underwhelming business results. Koos identifies exact customer needs and translates them into tangible and orchestrated touchpoints (most commonly a website or an app). The effect? Just have a look at our cases. Increased revenue and conversion rates, decreased drop-out rates, increased NPS, decreased time spent per case, and more.

The duration of a service design project varies based on its complexity and scope. A rough estimation in terms of weeks per phase would look something like this:

  • Understand: Research and insights gathering (1-3 weeks).
  • Imagine: Ideation and strategy co-creation (2-4 weeks).
  • Create: Prototyping, testing, and iteration (4-8 weeks).
  • Scale: Implementation and refinement (depends on scale).

Click here for more info on our proven service design approach.

Yes, we have the expertise to help you scale and implement service design. To give you some context: Koos has set up ING’s service design academy and trained 350+ employees globally in service design. Moreover, Koos has helped implement customer journey management within the Dutch railway company NS

We stand out as a service design consultancy due to our:

  • Customer-centric approach: We place real people—your customers—at the heart of everything we design. Ensuring our solutions are practical, inclusive, and resonate with your audience.
  • Global reach with local expertise: With offices in the Netherlands, Portugal, Germany, and the UAE, we understand diverse markets and cultural nuances, serving clients across Europe, the Middle East, North America, Central America, and Southeast Asia.
  • Proven 15-year track record: Our collaborations with industry leaders like Careem, ING, Digicel and the Dutch Ministry of Health showcase our ability to deliver measurable success.
  • Comprehensive expertise: From CX strategy and service design to business model innovation and training, we cover every aspect of the service design services spectrum.
  • Sustainability and independence: As one of the few international independent service design consultancies, we know how to attract and keep the best service design talent. As a B Corp, Koos prioritises sustainable outcomes for our customers.

Measurable impact is crucial to us. We do this by setting clear KPIs during the Understand phase and validating designs through iterative testing in the Imagine and Create phases. Post-launch, we can help you track performance to continuously improve.

We have them all. Koos offers a broad range of service design services tailored to your needs.

  1. Gaining deep customer insights through research methods like context mapping, translated in models like customer journeys and personas to uncover and show valuable behavioral and expectation patterns.
  2.  Crafting CX strategies that enhance customer experiences across all touchpoints, ensuring consistency and satisfaction throughout the journey.
  3. Designing innovative services and products that align with customer needs and business objectives, fostering loyalty and engagement.
  4. To guarantee effectiveness, we validate concepts through prototyping and testing, ensuring they address user needs and are feasible for implementation.