Our most recent blog posts have been focused on explaining key Service Design terminology. We covered touchpoints, the line of visibility, the process of a workshop and the value of creating a Service Design blueprint. Throughout each of these activities in a real-life Service Design project, we are helping ourselves to better understand your customers. Measuring the success of the project comes down to whether or not the quality of the customer’s experience has been improved. To do this we envision a scenario.

A scenario is a visual or textual map of events telling a relevant story about interacting with the service, from the perspective of a real customer.

Scenarios help to validate ideas and reveal any assumptions that have been made. Most importantly scenarios help place the customer’s behaviour at the forefront of the decision-making process. Continue reading

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Service Design workshops are a valuable tool for understanding how your customers feel about your company and shedding light on problematic customer interactions–particularly those that are not always apparent to the naked internal “stakeholder” eye.


This helps to confirm that your business delivers on its claims, while making customers happier and providing for a pleasantly memorable customer experience.  Workshops don’t have to be heavily protracted, lengthy, daunting and costly.

They can be arranged into anything from mini-stakeholder service design scrum sessions to tackle obvious problem areas that need immediate attention, to larger onsite and customer-facing interviews or focus groups. Continue reading

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How was your sandwich today?
Did you sleep well in your hotel suite last night?
Welcome to your Online Banking Statement – How can we help you?
Did you receive your Amazon.com delivery on-time?
How does the product meet your expectations?
How would you rate your overall experience with us today?

If you are not asking these types of questions on a regular basis, how can you ensure customers receive the best possible experience you or your company can offer?

This is important not only because your customers can tell others about the “GOOD” experiences they have had with your service / business / brand, but also because they can tell others about their “BAD” or even what they consider to be “TERRIBLE” experiences too.

Understanding your customers is critical for making your business a success.

Service design encourages and allows for a revolving door of (internal and external) feedback to ensure customer’s expectations and pain-points are constantly being addressed and evaluated.


What is a Service Design blueprint?

A Service Blueprint is a step by step visualisation of how your business, staff, brand, products, services, environments and systems currently interact with your customers and target audiences.

Service Blueprints

These are critical to defining how and where improvements could be made in the future. Where are the weaker links? If you have assumed these in the past, and you got them wrong – is it time to hear it from the horse’s mouth?

Service Design Workshops

SONY DSCWe can help you to dig deep into your existing internal processes and begin to develop a Service Blueprint. Specifically, looking at your customer-facing touchpoints and your back-of-house efforts can help frame the current customer’s experience within your company.

The results from these workshops provide a great deal of insight and could put your business, service offering, product and/or brand experience back on track.

Contact Us

If you are interested in creating a Service Blueprint for your business, give us a ring (+353-14788444) or drop by our new office and we can explain the benefits and process involved.


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Stories about disappointing customer experiences are swapped between friends, family and even strangers on a daily basis. Our team often discuss these mishaps from a Customer Experience (CX) and User Experience (UX) Design perspective.

This post is the third in our new Customer Experience (CX) Comic Series, illustrating some of the funny and frustrating experiences our design team have had out in the wild. This week features Katie’s awful experience with her phone service provider. Stay tuned for episode four!

Episode 3: The Communication Meltdown

Mobile Service Providers

Read more Customer Experience (CX) articles from Graphic Mint >>
Read more about Graphic Mint’s Service Design offering >>



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From health insurers adopting wearable devices, to Google’s Self-Driving Car Project, all eyes are on the creation of dynamic customer experiences. Marketing Directors are telling their teams to really push customer communications. Operations Managers are putting aside “service innovation” budgets.

What many do not realise, is that although our services and technologies are evolving digitally, the fundamentals of quality Service Design have not changed. Expert Service Design requires process changes to be justified by an increase in value to the customer.

As leading providers of Service Design in Dublin, we find ourselves answering the same questions for new and existing clients alike. ‘What does Service Design mean to me, as a B2B service provider?’ or ‘Is this new trend relevant to our industry?’ To this end we are publishing a short series of blog posts to simplify key terms and definitions associated with Service Design. The first post in our Service Design series explained the most important  step in any Service Design initiative; understanding your Service Touchpoints:

“…any interaction a customer has with your service. These are experiences which must make positive impressions, impart essential information and add value to the experience of your brand.”

Continue reading

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