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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 the frustration of bad services with confusing instructions, repeated steps, and a lack of clarity about what happens next. Often the biggest problems go unnoticed by management.
Most people won’t complain directly. Instead, they share negative experiences within their networks and simply leave. These hidden moments quietly damage trust and reputation.
Don’t let this happen to your organization. We help you see the user’s perspective by providing an honest outside view of what really works and what doesn't.
Why you need an outside perspective on your service:
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 to catch the hurdles your staff might overlook.
Evidence Over Guesses
Evidence Over Guesses
We rely on concrete facts rather than assumptions. We step outside to gather insights directly from the people experiencing your service.
The Unfiltered Truth
The Unfiltered Truth
Free from internal politics, we deliver the objective and clear reality leadership needs to make confident impactful changes.
Services
Services
We offer a three level approach to advance your service:
Service Insights (Quick Wins)
Service Insights (Quick Wins)
We conduct a rapid remote evaluation of your current processes. By interviewing the people who use your services, we understand their hurdles and deliver a concrete list of immediately actionable improvements.
Service Reality Check (Deep Dive)
Service Reality Check (Deep Dive)
We step into your real-world environment. By mixing research methods tailored to your needs like interviews, on-site observation, ethnographic research, mystery shopping and others, we uncover the blind spots your management team cannot 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
Great services require a deep understanding of how people actually experience them. Project ABC is led by Linda Paula, a UX researcher and service designer with deep expertise in qualitative research and human experience.
While Linda personally researches your organization, conducts comprehensive user interviews, and leads the core research, she brings in a curated network of specialists tailored to your specific organizational challenges. Depending on your exact needs, she seamlessly integrates excellent workshop facilitators, design professionals, IT experts, psychologists, anthropologists and others to deliver the best possible solutions.
Ready to make your service work better for the people who use it?
Ready to make your service work better for the people who use it?
Let’s schedule an introductory call to discuss our collaboration.
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