User Experience & Service Design

Designing Services That Actually Work for People Most service failures aren’t caused by bad interfaces. They’re caused by poor coordination, unclear handovers, and disconnected systems. That’s why we take a different approach. At Humanics Collective, we combine service design and user experience design to shape the full experience—across physical and digital touchpoints, behind the scenes and front of house. We start by mapping the service journey, exposing the friction poin

User experience (UX) and service design often get used interchangeably. But they focus on different layers of the same challenge. Understanding the difference isn’t about labels—it helps projects land better outcomes and avoid costly gaps. UX focuses on the moment. Service design connects the system. UX looks closely at how someone experiences a single point in time—reading a sign, asking a staff member, finding their way, or using a service. It’s about making those moments c

They’re where the experience begins and ends. But carparks are often overlooked. Treated as a practical necessity, not part of the designed experience. When that happens, people arrive frustrated, leave disoriented, and the space in between doesn’t stand a chance. The carpark is part of the journey People don’t arrive at your building. They arrive at your carpark. Navigation starts the moment they approach the site, well before they walk through the front door. If that first

When designing a space, it’s crucial to view it from multiple perspectives to ensure it meets the needs of all users. However, it’s equally important that these perspectives are not considered in isolation. Instead, they should be integrated and balanced through collaborative efforts, bringing together environmental psychology (EP), wayfinding strategy, user experience (UX), and inclusive design. Environmental psychology provides insights into how people interact with spaces