Design With Purpose
Deliver With Confidence
Optimise The Customer Experience
Great service interactions aren’t accidental. They’re built with empathy, strategy and collaboration. Our team partners with you to design solutions that truly reflect the needs of the people you serve.
What Service Design Means at NEXA
Service design is how we bring strategy, structure, clarity and intention to your customer experience.
At NEXA, it’s about more than just fixing processes – it’s about rethinking how people, systems and services connect to optimise the whole system for everyone’s benefit.
We collaborate closely with your team to map out real needs, simplify journeys and create solutions that work better for everyone: your staff, your organisation and the communities who rely on your services every day.
Service Design That Makes a Big Difference
Whether you’re starting fresh or improving what’s there, we help you design service experiences and interactions that are seamless, user-friendly and built for impact.
Streamlining Customer Journeys
We simplify complex service journeys, reducing friction and delays, so every step feels easier for customers and staff.
User Experience Improvements
By designing with empathy, we shape intuitive, accessible and meaningful experiences that meet user needs.
Service Innovation and Evolution
We help you explore, test and implement fresh ideas that improve outcomes, enhance delivery and future-proof your services.
Smarter Services. Better Outcomes
Creating meaningful service experiences start with thoughtful design.
Even small shifts deliver lasting value right across your organisation.
NEXA’s Service Design process helps you improve how people experience your service at every interaction. A strong service design approach produces the following benefits:
- User needs are at the core of every process
- Co-created solutions bring teams and users together
- Workflows are tested and refined before rollout
- Visual tools improve team alignment and clarity
- Every touchpoint across the journey is considered
- Services reflect modern expectations and build trust
NEXA’s user-experience approach to service design helps you make this transformative shift for the benefit of everyone involved.
How We Work: NEXA’s Service Design Process
Our 4-stage process is collaborative, flexible and built to uncover, shape and deliver experiences that meet real needs,
at every step of the way.
EXPLORE
We work with your team to uncover service pain points, map user flows and identify key opportunities to improve efficiency and experience.
CREATE
Together, we co-design solutions tailored to your people and customers, aligning every touchpoint to your goals and future-ready workflows.
REFLECT
Before launch, we prototype and test each idea in context, ensuring it works for real users and delivers measurable improvement for new facilities.
IMPLEMENT
We support roll-out with training and tools, embedding smarter workflows that drive lasting value and continuous improvement.
Making Service Delivery Work
in Diverse Settings
Every service interaction matters. So, we collaborate with a wide range of sectors to improve the customer experience, reduce friction and create better outcomes for communities, patients, students, clients and teams.
Hospitals and
Healthcare Services
Government Agencies
Universities and
Education Providers
Retail and Public Venues
We Create Exceptional Service Experiences.
Let’s Make Your Complex Processes Simpler
Partner with the Australian leaders in customer journey solutions.
Together, let’s transform the way you engage and serve.
Connect with NEXA today!
Why Choose NEXA for Service Design?
With a hands-on, consultative approach and proven track record,
we help you deliver better services more confidently and collaboratively.
At NEXA, we do more than design on paper; we roll up our sleeves and work together with you.
Our expert team offers our significant experience in navigating complex environments by co-creating practical solutions that integrate seamlessly with your existing systems.
We prioritise real impact: improved interactions, measurable outcomes and meaningful change for your customers, staff and organisation. With us, service design is grounded, people-focused and built to perform.
Service Design in Action
Explore how service design came to life through our case studies – co-designed, implemented and proven in action.
Blacktown City Council
How NEXA helped Blacktown City Council decrease wait times to 3 minutes and increase customer satisfaction.
UTS Insearch
UTS Insearch streamlines the Student Centre workflow achieving 71% satisfaction rating.
Have Questions About Service Design?
We’re here to make service design simpler to understand, whether you’re just getting started or
looking to refine your current service delivery approach.
Absolutely. Today’s customers are more informed and have greater expectations. Service design helps bridge the gap between what your organisation offers and what customers truly need, online or in person. It’s about creating seamless, lasting experiences, no matter the channel.
They go hand in hand. A good customer experience isn’t possible without thoughtful service design behind it. The tools and methods often overlap, but service design sets the foundation that supports consistently great experiences.
The approach is flexible, but the principles are universal. Whether you’re in government, healthcare, education or retail, service design can be adapted to fit your environment. At NEXA, we tailor every engagement to the real-world needs of your team and your customers.
If you’ve ever said, “There has to be a better way”, chances are your customers are thinking the same. That’s the first sign. Service design helps uncover smarter, more effective ways to deliver what people need, without the frustration.