We help you create holistic service experiences that resonate with customers across every service touchpoint.

Our service designers collaborate closely with you to design new service models and develop comprehensive service blueprints that define the people, processes, technology and operations needed to deliver a holistic service experience from the inside out.

We work meticulously to ensure that every service touchpoint is leveraged as a distinct opportunity to deliver value to your customers, reinforce your brand promise and differentiate your customer experience.

What we do

Service Audits

We evaluate your current service model and delivery across channels to identify key opportunities to improve your overall service experience and operations.

Journey Mapping

We develop detailed journey maps that outline both the current customer journey and ideal, future customer journey with your service across channels.

Co-Creation Labs

We facilitate co-creation labs, involving participatory design exercises that enable your team and customers to ideate and imagine new services together.

Service Blueprinting

We create detailed blueprints that illustrate your end-to-end service experience and define the people, processes and tech needed to deliver the service effectively.

Service Prototyping

We develop service prototypes and facilitate service roleplaying workshops to test and validate new service concepts prior to implementation.

Service Roadmapping

We help you prioritize service concepts and develop comprehensive roadmaps that outline all short-term to long-term service initiatives.

Implementation Planning

We work with you to develop detailed action plans to successfully implement new services across channels and stakeholder groups.

Service Activation

We create communications to promote new services throughout your company and help you train and onboard team members to deliver the service.

How we help

Gain an intimate understanding of current service experience across channels and touchpoints for customers and associates.

Identify critical paint points and evaluate key opportunities to improve your service experience for customers and associates.

Assess opportunities to improve internal operations, procedures and systems needed to deliver current or new services.

Develop ideas and concepts to alleviate pain points and improve your current service experience for customers and associates.

Design entirely new service models and experiences to create incremental value for your customers and drive revenue for your business.

Develop detailed action plans to implement and manage new service models.

Communicate new services throughout your organization and onboard and train team members involved in delivering the service.

Related work

CCM Hockey

Ascendis was engaged to lead CCM through a major digital transformation, including the planning, development and launch of CCM’s new DTC channel and eCommerce website. We also helped CCM gain a better understand their customers and envision their future customer experience.

Lee Valley Tools

Ascendis was engaged to help take Lee Valley’s customer experience, digital commerce platform and digital marketing programs to the next level. We delivered comprehensive customer and market insights, journey maps, experience designs and strategic roadmaps.


Ascendis helped Microsoft gain an intimate understanding of Surface customers and envision the ideal customer experience with Surface across channels. We delivered comprehensive customer insights reports, journey maps, experience designs and strategic roadmaps.

Client Testimonials