SERVICE DESIGN & OPERATION
We design, build and implement service systems that drive behavior, revenue and guest experience.
From customer journey → to daily execution.
Most companies train service.
We build how it works in operations.
CONTEXT
Most organizations define service and invest in training.
Execution in daily operations remains inconsistent.
The gap is not intent.
It is the absence of operational systems that translate strategy into behavior.
WHAT WE DO
We design, build and implement service systems that work in operations.
Our work connects:
- Customer experience design
- Operational structure
- Frontline execution
APPROACH
1. Design
Define how the experience should function end-to-end
- Customer journey
- Critical touchpoints
- Experience concepts
2. Build (Operational Systems)
Translate design into executable structures
- SOPs and checklists
- Roles and responsibilities
- Behavior standards
- Performance metrics
3. Implement
Ensure execution in daily operations
- Training in real scenarios
- Leadership coaching
- On-site implementation
- Performance follow-up
CASE (ANONYMIZED)
Challenge
Inconsistent guest experience and weak link between interaction and revenue performance.
Actions taken
- Designed the full customer journey
- Built an operational system (playbooks, roles, SOPs, KPIs)
- Implemented through leadership coaching and frontline training
Outcome
- Increased operational consistency
- Improved guest interaction
- Stronger alignment between experience and revenue drivers
FROM DESIGN TO EXECUTION
Our work is structured in three parts.
1. Design
Define how the experience should work
(Customer journey, touchpoints, concepts)
2. Build
Translate design into operational systems
(SOPs, roles, behaviors, KPIs)
3. Implement
Ensure execution in daily operations
(Training, coaching, follow-up)
Phases can be delivered individually or as an integrated program.
Service design without operational systems does not scale.
Training without structure does not sustain.
WE BUILD BOTH.
ABOUT
I work where most consultants stop — in operations.
Not in strategy decks, but in daily execution.
With a background in hospitality leadership, my focus is to translate service strategy into structured execution and measurable performance
Discuss how this applies to your organization.
OSCAR LINDEBERG, CEO – A TALE ON GUEST EXPERIENCE
A Vesper Martini is, at its core, a simple drink.
But when it’s crafted in front of the guest, it becomes something else entirely.
It becomes: A moment -> A story -> A connection
Service design is about intentionally creating these moments.
Thinking through when, how, and why we do things — not just what we do.
When you step out from your comfort zone and interact or perform with the guest, you:
– Build trust
– Create engagement
– Elevate perceived value
– Open the door for conversation and relationship
But it doesn’t happen by accident.
It requires a clear concept, a strong story, and consistent training.
For me, this is where hospitality comes alive.
I love creating or interacting with the guest — because that’s where experience turns into memory.
