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We identify the moments where your service feels unclear, frustrating, or impersonal for the people who use it.
We all know how frustrating bad services can be—confusing instructions, repeated steps, or no clarity about what happens next. Often, the biggest problems go unnoticed by management.
For example, a reception desk without privacy may seem like an efficient queue, but for the user it means explaining sensitive issues out loud in a crowded room.
Most people won’t complain directly—they’ll share negative experiences within their networks and simply leave. These hidden moments quietly damage trust and reputation.
Don’t let this happen to your service. We help you see it from the user’s perspective—with an honest, outside view of what really works and what doesn’t.
Reasons you need an outside perspective on how your service works:
Fresh Eyes, Zero Bias
Fresh Eyes, Zero Bias
Your internal teams often become blind to everyday flaws. We experience your service exactly as your visitors do, catching the hurdles your staff might overlook.
Evidence Over Guesses
Evidence Over Guesses
We don’t rely on assumptions. We step outside to gather concrete facts directly from the people experiencing your service.
The Unfiltered Truth
The Unfiltered Truth
Free from internal politics, we deliver the objective, clear reality that leadership needs to make confident and impactful changes.
Services
Services
We offer three level approach for your service advancement
Service Insights (Quick Wins)
Service Insights (Quick Wins)
A rapid, remote evaluation of your current processes. We interview the people who use your services to understand their hurdles and deliver a concrete list of actionable improvements you can implement immediately.
Service Reality Check (Deep Dive)
Service Reality Check (Deep Dive)
We step into your real-world environment. By mixing different reserach methods tailored specifically for service specifics, for example - like intreviews, on-site observation, ethnographic research, and mystery shopping, we uncover the blind spots your management team can't see from their desks
Service Design
Service Design
A comprehensive, end-to-end strategic partnership. We guide your organization through the complete design cycle—from diagnosing deep-rooted systemic issues to developing and implementing innovative, seamless service solutions.
OUR Expertise
OUR Expertise
We believe that great services aren’t built on guesses - they are built on deep understanding of how people experience services. Project-ABC is a service design collective led by a qualified expert Linda Paula with a deep background in human experience research.
We operate as a curated network of senior professionals. Depending on your specific challenge, we bring in the exact right researchers, designers, or tech experts needed to fix your service.
Ready to make your service work for the people who use it?
Ready to make your service work for the people who use it?
Let’s schedule an introductory call to discuss our collaboration.
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