Service Review
Independent review of your service to identify customer pain points, operational friction and opportunities to improve service performance.
Fixed Price
£3,995 + VAT
Designed for
- One service
- End-to-end service review
- Customer and operational journeys
- Existing evidence and documentation
- Two-week engagement
Need something different?
Larger or more complex projects are usually better suited to a bespoke engagement.
How do I know if my project is the right fit? ↓What a service review actually is
Services rarely fail in one place. They fail between them.
A Service Review provides an independent assessment of how your service performs across the complete customer and operational experience.
Rather than reviewing individual touchpoints, the engagement looks at how people, processes, systems and teams work together, identifying where friction, inconsistency and unnecessary complexity affect both customers and the organisation.
You’ll leave with a clear understanding of what is working, what isn’t and where improvements will have the greatest impact.
Common problems
The service has evolved without a plan
Small changes over time have created inconsistency across the experience.
Problems appear throughout the service
Friction occurs between touchpoints rather than within individual interactions.
Operational issues affect the experience
Internal inefficiencies create unnecessary effort for both employees and customers.
You’re planning service improvements
Understand the current service before deciding what should change.
Why work with me
Improving one touchpoint rarely fixes the whole service.
Most service problems develop between teams, systems and processes, not within individual touchpoints.
I combine service design, UX and user research to understand how services operate as complete systems, helping organisations identify meaningful improvements rather than isolated fixes.
You’ll leave with practical recommendations that improve both the customer experience and the way the organisation delivers the service.
Is this right for you?
Your service has become complex
Understand where unnecessary complexity is affecting users and staff.
You’re planning improvements
Review the current service before investing in change.
Everyone sees a different part of the service
Create one shared understanding before deciding what should change.
You need clear priorities
Focus effort where it will have the greatest impact.
What you’ll receive
Kick-off session
Understand the service, objectives and existing challenges.
Service review
Independent assessment of the current service experience.
Service observations
Review of customer pain points, operational friction and service delivery challenges.
Prioritised recommendations
Clear improvements ranked by value, effort and organisational impact.
Playback session
Collaborative discussion of findings and recommended next steps.
Written summary
A concise document supporting future service improvement.
What’s not included
- Future-state service design
- Organisational restructuring
- Workshop facilitation
- User recruitment
- Delivery support
Example deliverables
Typical timeline
Week 1
Kick-off and service assessment
Kick-off, evidence review and service assessment.
Week 2
Findings and recommendations
Findings, playback and prioritised recommendations.
Frequently Asked Questions
What kinds of services is this designed for?
Every Service Review focuses on understanding one end-to-end service before further investment or change. Typical examples include: • A public sector digital service. • A customer onboarding journey. • A healthcare or patient service. • An internal operational service. • A customer support or case management service. Larger or more complex projects are usually better suited to a bespoke engagement.
What’s the difference between a Service Review and a UX Audit?
A UX Audit reviews the usability of a website, application or digital product. A Service Review looks at the wider service, considering customer experience, operational processes, supporting systems and the way different teams work together to deliver the overall experience.
Do we need existing research first?
No. Existing research is valuable, but it isn’t essential. The review can combine stakeholder knowledge, service documentation, operational evidence and available insight to build a clear understanding of how the service performs today.
What happens after the review?
You’ll receive prioritised recommendations explaining where improvements should happen first and which opportunities are most likely to improve both customer experience and operational efficiency.
Where are you based?
I’m based in Manchester, UK and work with organisations across the UK, Europe and internationally. Most projects are delivered remotely, although I’m happy to travel for workshops, stakeholder sessions and key project milestones where required.
Do you work remotely?
Yes. Most projects are delivered remotely using Microsoft Teams, Google Meet or Zoom. Working remotely allows me to support organisations across the UK and internationally while remaining flexible and cost-effective.
Will I work directly with you?
Yes. Every project is delivered by me. If additional specialist support is ever needed, I’ll discuss it with you first, but you’ll always work directly with me throughout the project.
Can you work alongside our existing team?
Absolutely. Many clients already have designers, researchers, developers or product managers in place. I can provide additional capacity, independent advice or senior support without disrupting the way your team already works.
Do you only work with large organisations?
No. I’ve worked with startups, SMEs, agencies, charities, public sector organisations and global enterprises. Every engagement is tailored to the size, complexity and goals of the organisation.
What if my project doesn’t fit one of your fixed engagements?
The fixed engagements are designed around the most common types of engagement. If your project requires something different, I’ll create a bespoke proposal based on your goals, timescales and scope.
How quickly can you start?
Availability varies throughout the year, but many fixed engagements can begin within one to two weeks. If you have an urgent requirement, let me know and I’ll always do my best to accommodate it.
Do you sign NDAs and work with confidential information?
Yes. Much of my work has involved commercially sensitive products, government services and confidential research. I’m happy to sign NDAs and regularly work with organisations where confidentiality is essential.
Related thinking
Related case studies
If you want an independent view of how your service performs before investing in service improvements, let’s discuss whether a Service Review is the right place to start.