Designing better services.
Transforming complex organisations.
DigiFixIT helps organisations understand complex services and redesign how customers, staff, processes, technology and governance work together.
The customer sees one service. The organisation behind it is a system.
Improving the interface alone rarely solves the whole problem.
Customer experience depends on teams, processes, technology, information, decisions and governance working together.
DigiFixIT helps make those connections visible and turns them into practical opportunities for improvement.
Explore our services →Evidence over promises.
Service design and transformation work across financial services, government, telecommunications and consumer brands.
View all work →
Financial Services ↗ Making a complex billing service easier to understand.
Service design, process mapping and participation modelling across complex card-processing workflows.
Telecommunications ↗ Connecting billing, rating and customer experience.
Service design, process mapping, stakeholder modelling and M2M billing.
Designing clearer organisational services and transition.
Service management, organisational design, onboarding and process transformation.
Connecting research, identity and customer experience.
User research, brand experience, apparel design and project delivery.
Working across the whole service system.
Discovery & Research
Build an evidence base around users, organisational needs and constraints.
↗ 02 CONNECTService Blueprinting
Connect customer experience with people, processes and systems.
↗ 03 EXPERIENCEJourney Mapping
Understand the service from the customer’s point of view.
↗ 04 OPERATIONSProcess Mapping
Make workflows, decisions, hand-offs and ownership visible.
↗ 05 INTERACTIONSTouchpoint Mapping
Improve digital, human, communication and physical interactions.
↗ 06 IMPROVEMENTFeedback Integration
Turn evidence and feedback into continuous service improvement.
↗Govern AI across the whole organisation.
AI governance is an organisational service-design challenge as well as a technology challenge.
DigiFixIT helps organisations understand where AI is used, identify risk and impact, clarify accountability, design human oversight and connect governance with operational reality.
Explore AI Governance ↗From ambiguity to action.
We use evidence and visual thinking to simplify complexity, align stakeholders and make change easier to implement.
About DigiFixIT →Understand the reality.
Research users, stakeholders, processes, systems and constraints.
Make the problem visible.
Map journeys, dependencies, pain points and opportunities.
Shape the better service.
Design future journeys, services, processes and operating models.
Turn design into change.
Support prioritisation, implementation, transition and continuous improvement.
A digital service is more than a website or interface. It is the complete system that enables an outcome.
Thinking about better services.
Practical thinking on service design, transformation, responsible AI and organisational improvement.
View all insights →Have a complex service that needs to work better?
Tell us what is not working, what is changing or what your organisation needs to understand.
Discuss your project ↗