Customer service channels

We outline the service provider’s goals for the service and deepen the understanding of user needs.

A functional concept idea for the new service evolves into a vision based on the analysis of background materials (e.g. user statistics, benchmark services, market conditions) and user-centered methods that map out customer needs (user tests, interviews, surveys, workshops).

In North Patrol’s service concepts, we formulate effective solutions that comprehensively consider the expected commercial value, customer journeys, feasibility and admin perspectives.

For the new service interaction platform, we design functional service paths, content and features necessary for the ideal user experience.

The user experience is outlined in wireframes, which can also be refined into clickable prototypes for validation and testing.

If necessary, models can also be visualized further, and we can create a visual overall appearance for the page templates.

We assess available technology options, comparing them to the required features of the service concept, market conditions, overall architecture, as well as information security and data protection requirements related to the use of the service.

The most suitable technical solution is found by weighing the benefits, risks, costs and potential implementation partners of the alternatives.

The tools and capabilities required for the technical implementation of a new online service are described in a requirements specification that clarifies the service concept, content types, functionalities, technology solutions, technical requirements and integrations with other systems.

The requirements specification can be created as a product-independent description of the features of a new web service. However, when tendering, it is often advisable to create a requirements specification based on the chosen system, utilizing the specific capabilities of the chosen technical platform.

North Patrol’s specification document is a high-quality written description of the essential solutions of the online service to be implemented. It helps to obtain realistic estimates for the implementation work and serves as a comprehensive task list (‘backlog’) for the service to be implemented.

The implementation work schedule, costs and resource needs can be refined in a roadmap plan that outlines the necessary project phases, their scheduling and responsible parties.

A multi-year implementation project is easier to approve, plan and manage when the tasks involved are broken down and phased over time.

The request for proposal should include requirements for the expertise, operating methods, team of creators, as well as tasks and methods included in the work.

North Patrol’s offer comparison is a systematic and fair assessment of the relative merits of the operators: the offers are weighted in the light of the requested criteria and scored methodically.

We participate in meetings with the possible implementation partners. We assess the credibility of the arguments presented and ask additional questions about topics that have been left open in the offer documents. Our recommendation for partner selection is justified in a way that withstands even critical scrutiny.

North Patrol’s comprehensive support in the tendering phase for the implementation of your online service saves you time and nerves.

Customers may not have enough time or expertise to manage a digital project. North Patrol’s team offers their expertise in the following project management tasks:

• Project planning, resource allocation, and organizing work
• Project tracking
• Supporting content creation
• Participating in the project’s steering group activities
• Ensuring the implementation of the concept

Additionally, North Patrol’s experienced experts can act as external product owners representing the customer’s project team, guiding the technical implementation work.