Complex problems. Practical outcomes.
Service design and AI governance across government, financial services, telecommunications, public health, hospitality, consumer and creative services.
The portfolio connects discovery, journey mapping, service blueprinting, process design, AI-enabled services, human oversight, model governance, stakeholder alignment and operational transformation.
Users, stakeholders, constraints, evidence, risk and existing processes.
Journeys, workflows, touchpoints, data flows, participation and dependencies.
People, operations, systems, models and human decisions considered together.
Controls, evidence, logs, model governance and continuous assurance.
Service design case studies. One connected portfolio.
The portfolio combines service design, customer experience, operational transformation and responsible AI governance.
The case-study cards and filter counts below are now maintained automatically from the individual case-study Pages.
Financial & TelecomsMaking a complex billing service easier to understand.
Service design and process mapping across card-processing, billing, customer experience and complex stakeholder workflows.
service design
Connecting organisational design, service management and transition.
Organisational design, process mapping, onboarding and service-management work supporting complex internal services.
Financial & TelecomsConnecting M2M billing, rating and customer experience.
Service design, process mapping, participation modelling and customer experience across a complex billing service.
Enterprise & PublicDesigning a clearer route from access request to active user.
User onboarding, access management, process mapping, participation and stakeholder coordination around the DaSH platform.
Creative & BuiltDesigning a clearer client journey from first enquiry to finished film.
Client journey design, production workflows, UX, touchpoints and project delivery for a promotional-film service.
Creative & BuiltConnecting architectural project discovery with a clearer client experience.
Client journey thinking, UX, digital project exploration, service touchpoints and project-delivery coordination.
Hospitality & ConsumerDesigning the journey from restaurant discovery to returning guest.
Guest journey thinking, reservations, dining touchpoints, UX and service-delivery experience.
Hospitality & ConsumerDesigning the journey from curiosity to a confident treatment experience.
Customer journey, expectation setting, touchpoints and the service experience around a distinctive treatment service.
Creative & BuiltDesigning the journey from an outdoor-space ambition to a delivered landscape.
Client journey, consultation, project stages, service touchpoints and delivery thinking around a landscaping service.
Hospitality & ConsumerDesigning the journey from restaurant discovery to a memorable dining experience.
Customer research, restaurant UX, menus, reservations and the connection between digital and physical customer touchpoints.
Enterprise & PublicDesigning a clearer journey from invitation to meaningful participation.
Participant journey, virtual access, engagement, facilitation and follow-up viewed as one connected service.
AI + GovernmentDesigning AI-enabled customs triage around human judgement and control.
Service discovery, future-state blueprinting, data flows, AI risk assessment, caseworker intervention, model governance, audit evidence and operational design.
AI + GovernmentDesigning AI governance as an end-to-end service, not a one-off approval.
Seven-stage AI governance lifecycle, decision gates, participation modelling, case and model traceability, human oversight and operational monitoring.
Financial & TelecomsDesigning the support model around a critical merchant service.
Service design of a merchant support operating model covering service framework, support roles, incident handling, escalation, availability and service ownership.
Septal Perforation — Service Design & UX for Specialist Healthcare Case Study
Skip to case study DIGIFIXIT Home Work Services Capabilities Designing services that work better. Research, service design, experience design, operational transformation and responsible AI governance. View all services…
Different contexts. Connected methods.
The method changes with the service problem, but the focus remains on understanding the whole organisation and service.
Discovery & Research
Understand users, stakeholders, evidence, problems and constraints.
02 EXPERIENCEJourney Mapping
Reveal needs, decisions, pain points and moments across an end-to-end experience.
03 SERVICEService Blueprinting
Connect frontstage interactions with backstage people, process and technology.
04 OPERATIONSProcess Mapping
Make workflows, dependencies, decisions and operational hand-offs visible.
05 INTERACTIONTouchpoint Mapping
Understand the digital, physical and human interactions shaping the service.
06 GOVERNANCEAI Governance
Connect model purpose, risk, evidence, human oversight, logs and accountability.
Service design across different organisational environments.
The portfolio ranges from complex government and enterprise services to customer-facing hospitality, consumer and project-based services.
Complex organisational services
Public-sector transformation, onboarding, access management, AI-enabled operations, governance and enterprise experience.
Billing and connected service systems
Processes, technology, customer experience and complex stakeholder services.
Customer-facing service experiences
Customer journeys, propositions, touchpoints, hospitality and physical service experiences.
Project-based services
Client journeys, consultation, production, project coordination and delivery.
Design the AI. Design the service. Govern both.
DigiFixIT connects AI models with the services around them — including users, operations, human decisions, evidence, logs, monitoring and accountability.
Have a complex service problem worth understanding properly?
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