Accelerated Service Design
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Making Transformative Experiences

Making transformative experiences real.

To drive customer-centric transformation, leaders must change how work gets done through an intentional focus on defining and aligning on a shared vision and transformation roadmap that leverages capabilities across the organization.

Delivering Value

Delivering value with Accelerated Service Design.

Our solution takes a people-centric approach to innovating how businesses get the necessary work done to create transformative experiences. It uncovers and diagnoses challenges in the larger organizational context, rather than through a single point of view. As a result, it creates and orchestrates experiences that are more relevant and impactful for customers and employees by orienting solutions around human needs.

How We Can Help

Gaining Alignment Around a Vision

We partner with clients to apply empathy mapping to visualize customer and employee attitudes, needs, and behaviors. Grounded in an understanding of user needs, we help clients build a shared understanding of where your organization is going, and what success looks like.

Design and Launch of a New Product or Service

Our experts help clients identify the elements that matter most to their customers or employees. Based on a clear understanding of unmet customer or employee needs, we envision, define, prototype, and test the desired future state experience.

Leading a Large-Scale Transformation

Transformation leads to a future state that is measurably different than today. We partner with organizations to design and deploy the organizational structures, skills, mindsets, processes, and technologies needed to get somewhere new and better.

The agile, iterative methodology of North Highland is new to the majority of our organization, but we’ve seen a level of engagement that would suggest otherwise.

Digital Strategy and Transformation Leader

Our Thinking

Accelerated Service Design: Enabling Businesses to Transform the Way Work Gets Done
White papers

Accelerated Service Design: Transforming the Way Work Gets Done

Blog

Unpacking Service Design: Reimagining the Experience (Part One)

Blog

Unpacking Service Design: Must-Have Tools (Part Two)

Blog

Unpacking Service Design: Overcoming Three Common Challenges (Part…

Building a Digital Future With Accelerated Service Design
Case Studies

Building a Digital Future With Accelerated Service Design

Mark Toburen

Director of Experience Design

Mark has over 16 years of experience across a diverse range of roles and skills. Mark's breadth of experiences has enabled him to contribute across multiple industries and verticals since joining North Highland in the areas of Customer Experience and Service Design.

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