connecting the dots

It is really painful to see your clients developing and trialing different services and failing to see that independently they cancel some of each others' benefits while combining the services and streamlining them will successfully meet their customers' needs. It is not that they do not want, after all, user-centred services will increase revenue and keep their bosses and stockholders happy. It is more because different design teams work more or less in isolation with different  project objectives. As an external agency working on a number of projects for a single client you are in a position to first discover customer needs and then identify what elements of each service can be combined to produce what the client is actually looking for: improve the customer experiences and on their way increase their profits. This is another argument for designing the full service across touchpoints than looking at isolated instances and missing the overall service experience.