Canada’s leading service design firm.

A diverse group of four people, including an older man with a beard, a woman with orange hair, a young girl with red hair, and a woman with short hair, are engaged in a collaborative activity around a table, reviewing documents and charts.
A diverse group of four people, including an older man with a beard, a woman with orange hair, a young girl with red hair, and a woman with short hair, are engaged in a collaborative activity around a table, reviewing documents and charts.

For more than a decade, we’ve helped organizations design better services and customer experiences, then build the capability to keep doing it themselves.

Download "What is Service Design"
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Great services don’t happen by accident. They’re designed.

Not every service is designed with intention. Many evolve over time through policies, legacy processes, technologies and operational decisions that never considered the user experience.

Service design changes that. It brings intention to how a service works and feels, creating the difference between a service that people have to use and one they want to use.

In this video, we share how design makes everyday experiences more human and effective, and how working alongside the people who use and deliver services shapes kinder, more beautiful futures.

What we do

Three ways that we can help.

 
 

Assess current services to decide what’s next.

Evaluate internal services or customer experiences to identify opportunities, develop strategies and create practical roadmaps for transformation.

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Bring service design into your project or business.

Embed experienced service designers into new or existing projects to accelerate how research, design, and implementation gets done.

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Make service design part of how work gets done.

Build the skills, tools and ways of working needed to design better services and continuously improve from within.

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Watch service design in action.

Hear from Sydney Johnson, J5’s Head of Design, about how we use service design to help organizations rethink complex challenges, transform services and build lasting capability from within.

Recent Projects

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Government of Alberta
Embedded Teams

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Covenant Health
Service Assessment

Calgary International Airport
This project helped improve the experience of over 14 million people per year. For over two years, our designers worked from design to implementation alongside business operations, technology and facilities to make improvements and innovations across the entire airport journey.

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Red Deer Housing
Customer Experience

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University of Calgary
Strategy & Planning

What is the business value of service design?

Discover how service design reduces complexity and costs, accelerates innovation and helps organizations deliver better services and outcomes.

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Ready to get started?

Whether you’re looking to improve a service, add service design expertise to your team, or build capability across your organization, we can help you find the right place to start.

Book a Consultation