Designing a holistic customer experience
Service-led change
Firma helps create a holistic experience across all touchpoints, interfaces, and everything in between – both in the digital and physical worlds. Service design connects every interaction between people, the organization, and the brand idea into a distinctive, human-centered customer experience that drives satisfaction and leaves audiences wanting more.
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What to expect on the way to success
01Research
In the process, we map and define all customer journeys across touchpoints and interfaces, analyze each stage, and identify the current sentiment, customer goals, organizational actions, pain points, and opportunities for improvement.
02Defining
We then define the new experience and the magical moments within it. The process outlines the organizational actions and infrastructures required at every part of the experience - both what the customer sees and feels, and the hidden systems that enable an exceptional experience.
Service Workshop
Let's think together on your next step
Through service design workshops, we work with you to map all touchpoints and interfaces, define key personas, customer journeys, and the experience at each stage along the way.
Pre-mortem Workshop
When a company faces a major move, it takes a risk. Naturally, this is essential for creating real change in the market. However, this risk can be mitigated through smart, forward-looking strategic analysis. That is exactly what we do in our Pre-mortem Workshop.
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Storytelling Workshop
Every brand has a story. The story we tell ourselves and the world is what allows our business activities to shine, create an impact, and leave a mark—but sometimes, that story feels amorphous, and it isn’t entirely clear how it connects to our daily work.
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Hope Workshop
In an era where hope seems to be a scarce commodity, it is clear to us that its presence is a significant driver—in motivation, in optimism, in long-term vision, in refining products and services for the audience, and in the story the business tells itself, both internally and externally.
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The Outcome
Service Shifts
Shaping Products, Driving Transformation
Your Business Core Idea, or BCI, encompasses 4 impact spheres that assemble your organization: brand, product, service and culture. By mapping out these areas, we can then recognize where change is necessary for growth, and dive into a tailored, effective process with tools you can use immediately.
Testimonials
Our partners, from vision to revision
"Firma has accompanied KAN since its founding, bringing deep familiarity, innovative perspectives, and a sense of taste money can’t buy — helping turn KAN and KAN News into two of Israel’s strongest media brands.”
CEO at Kan
“Firma gained a deep understanding of our DNA and shaped the ‘Now You Can’ strategy - a simple yet powerful message capturing our brand’s essence. The outcome strengthened our position in the market.”
Chief Marketing Officer at Mimun Yashir
"In just three months, Firma delivered a branding solution balancing loyalty, heritage, and innovation. Their talent for translating our vision into a powerful expression made the process an excellent experience."
Advertising Manager at The Israeli Opera
"Working with Firma was a professional and enriching experience. They led a comprehensive process—spanning strategy, identity, office design, and web - with genuine listening and inspiring creativity."
VP & Head of Marketing and Communication at Israel Innovation Authority
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Transform with a Business Core Idea
Our Product Service sets the stage, but BCI takes
your transformation to new heights.