We design transformational experiences across any channel.
Flywheel designs experiences through transforming services, operations, business models and spaces for the service industry, improving the financial performance of our clients through customer centred innovation.
We are specialists in understanding interactions between organisations and their customers. We develop strategic service solutions that allow our clients to innovate with customer centred business models, delivering tangible results. We improve customer ratings and perceptions of our clients by transforming the customer experience, and develop briefs for new services, spaces and technology.
Space and Technology as a Catalyst
The redesign of space and technology is a useful catalyst to redesign services, operations and business models.
They act as a catalyst because they are tangible and visible elements to change, with such an influence on our behaviour. But to properly innovate with space and technology requires big questions to be asked about the service and the organisation, first.
These questions allow us to develop innovative briefs for new space or technology that create better customer experiences.
Redesigning the Service
We use innovative methodologies to allow us to robustly define, design, develop and deliver better customer experiences.
Many organisations are designed to make life easier for their staff, such as a courier company that only delivers to home addresses in work hours. We redesign services around the needs of the customer, then balance this with the operational and cultural ability of the organisation to deliver those services.
We challenge how existing services are delivered to make them more powerful experiences and support those experiences with creative physical and virtual environments.
Redeveloping the Organisation
To create better customer experiences requires operational changes, too. We create efficient and effective processes and operations.
We ensure any service innovation is strategic by putting business model innovation at the core of our design.
Our methodologies strategically link all the way from customer needs to the balance sheet, increasing profitability or opening new revenue channels whilst decreasing cost bases.