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Phase 1

Service Diagnosis

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We get key insights into the current state of your service, helping understand where to focus efforts on Phase 2.

An X-RAY-like
analysis of your service

that identifies problems and opportunities across the
five service areas.

STEP 1

CONTEXT
ANÁLYSIS

(We understand your context)

Global trends, culture, market research, competitors, and external forces shaping your business.

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Trend & Futures Report
Step 2

STEP 2

INTERNAL INVESTIGATION

(We go digging inside your business)
Through interviews, observation, and real data.

Research Tools

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INTERVIEWS
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SURVEYS
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COVERT
OBSERVATION
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WORKSHOPS
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C✪-DESIGNS

STEP 3

DIAGNOSTICS
CX

(We turn everything into clarity)

Defining your key problems and biggest opportunities through insights.

1. Essence

Enablers
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Brand Clarity Diagnostic

2. Experience

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Customer Experience Analysis

3. Enablers

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Process Diagnostic
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Digital Tools Diagnostic
Office
Team & Culture Diagnostic
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Service Environment Diagnostic

What you’ll walk away with
at the end of phase 1

  • A trend & market report

  • A clear map of your business (how everything connects)

  • A list of your main problems and friction points

  • The biggest opportunities to improve

  • A clear direction for what to fix first

    “We don’t jump into solutions.
    We first make your business make sense.”

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