Product
Service Design
10 domains · 30 questions · based on contemporary best practice and leading research.
How it works
Assess
Answer 30 questions across 10 domains.
Understand
See your scores on a radar with per-domain breakdowns.
Improve
Get prioritised recommendations and quick wins.
Domains covered
10 areas
Blueprinting
Domain
Mapping front-stage and back-stage service interactions, visualizing end-to-end processes, support actions, an…
Journey Mapping
Domain
Analyzing end-to-end customer journeys, identifying pain points, emotional highs and lows, and moments of trut…
Touchpoints
Domain
Designing and managing individual customer touchpoints for consistency, quality, and coherence across all chan…
Ecosystem
Domain
Designing the broader service ecosystem including stakeholder networks, value exchange between actors, partner…
Employee EX
Domain
Designing internal services and tools that enable staff to deliver excellent customer experiences, including o…
Omnichannel
Domain
Ensuring seamless, consistent customer experiences across all channels and enabling smooth transitions between…
Recovery
Domain
Designing for service failure, including recovery processes, complaint handling, resilience planning, and turn…
Metrics
Domain
Measuring service quality and performance through customer satisfaction scores, Net Promoter Scores, customer …
Innovation
Domain
Developing new services and improving existing ones through experimentation, co-creation with customers, proto…
Operations
Domain
Designing operational service delivery systems including capacity management, scheduling, resource allocation,…
Maturity scale
Ad hoc and reactive. No formal processes, reliant on individual effort.
Basic awareness and some repeatable processes emerging.
Documented standards and processes applied consistently.
Measured, monitored and controlled with quantitative targets.
Continuous improvement driven by data and innovation.
Not using this assessment right now? Remove it to hide it from the sidebar and dashboard — results stay on file and reappear if you add it back later.