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Small interventions to large process redesigns have resulted in a seamless experience that improves service quality while minimising operational costs.Ī deep understanding of customers has helped define Removery's purpose and values and recognise the importance of the empathy, care and rapport building elements of the service. Measures such as combining Treatment and Consult rooms decrease appointment times, as well as put clients at ease. The new service considers both experience, and efficiency. The new brand, style-guide and tone-of-voice. To operationalise the new service we used the research insights to design tangible outputs including: service-blueprints CX playbook operational protocols educational materials clinic fit-out specifications and staff training. The design research, and accompanying assets, assisted Removery in operationalising an ideal customer journey, and is supporting their ambition of scaling to 200+ clinics in the US, Canada and Australia. The depth of research the project achieved allowed us to identify best practice from across the group, codify the best possible service offering, and roll it out to drive a consistently high quality experience at scale.
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Additionally define a value-proposition, that connects with customer needs and supports staff through purpose and values. Our challenge was to deeply understand customer needs in relation to tattoo-removal, identify best clinical and operational practices across the group and codify these into a consistent, high quality service. They had very different cultures, operating practices, markets and brands. Normanby merged 3 laser tattoo-removal companies with 34 sites across the US. Their goal was to build the world's largest laser tattoo-removal company, establishing a blueprint for global scale. Healthcare investor Normanby Capital engaged Tobias to design a category-leading service for its US-based venture.