Service Design

Kin + Carta has deep expertise in designing digital service experiences that matter. This practice is deep-rooted in user-centred service design that collaboratively and iteratively designs ideal service experiences that deliver business value, delight the users and are technically feasible.


  • Data-led, qualitative and quantitative user research and needs analysis
  • Iterative co-design and user testing throughout
  • Ideation and service blueprinting and training teams on tool usage
  • Collaborative, cross-functional service delivery and development
  • Content design to support the end-to-end service
  • Business process design to support front end user interactions
  • Service blue-prints that includes measures-of-success and data flows


  • User involvement throughout ensures services are usable valuable desirable
  • Agile approach prioritises high priority/high risk/unknowns upfront
  • Fast iteration through low and high fidelity prototypes
  • Collaboration with stakeholders to move at a high cadence
  • Ensures viability, designing support services in conjunction with user interactions
  • Designed with data in mind to enable continuous improvement
  • Rapid design and delivery of a high-quality service experience
  • Rapid realisation of business value


£740 to £2,000 a person a day

Service documents

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G-Cloud 12

Service ID

6 8 9 6 2 4 4 2 4 6 6 2 8 8 8


Telephone: 07710020516


Planning service
How the planning service works
At the outset of designing a product or service, our iterative model aims to align rapid realisation of value by uncovering and developing the right opportunities across the full service experience:

Discover - To uncover challenges and opportunities, we run collaborative workshops to explore the domain and landscape of the service opportunity, we research the user groups and their needs - including internal business users and any new or existing processes, department structure, and its technology strategy.

Define - We build a view of the key constraints and requirements, measures of business and user success, definition of focus area and prioritising key business, user and technical challenges.

Develop - Iterative exploration, co-design and full-stack development of testable concepts that can be used to validate the solution design with users against the identified requirements and constraints. Critical analysis of real user feedback ensures the solution can adapt to the emerging needs of the service as they are understood.

Deliver - As validation of the solution matures through iterative prototyping, focus shifts to ensuring the cloud service is developed to production grade using best practice cloud native architecture and software delivery approaches.
Planning service works with specific services


Training service provided

Setup and migration

Setup or migration service available
How the setup or migration service works
During the discovery phase, there will be a detailed analysis of the existing technology estate that is relevant to the service being designed or modified. As requirements for the service begin to emerge throughout the define phase, our team will work to begin an evolutionary architecture strategy.

As part of this strategy, the team will make recommendations on the to-be architecture and, where appropriate, develop a migration plan for existing services. Where existing cloud strategy is present, our team will perform a detailed assessment and selection of cloud technologies and platforms, aligned with the long term needs and outcomes of the service.

During architecture elaboration, the team will consider the needs of dependent technology in context of the future plans for the service. We support a wide range of scenarios:

Migration from legacy on-prem technology estates to cloud,
Migration between cloud services,
Modernisation and evolution of services currently hosted on cloud,
Multi-cloud deployments,
Migration to new hosting strategies such as containers, cloud-functions

We have deep experience and partnerships with Microsoft Azure, Google Cloud, VMWare and Amazon Web Services. They have led cloud infrastructure design, microservice modernisation, cloud native and DevOps practice transformations for some of the world's biggest enterprise organisations.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
We take an integrated approach to delivering quality. Every member of our cross-functional teams is involved - from Product Owners and Strategists to Designers, Developers and Testers. We believe quality requires high standards and attention to detail at every stage of delivery, and a range of tools and techniques. Throughout our iterative development process, we continuously apply a range of testing techniques and methodologies covering behavioural, functional, exploratory, regression, performance, security, usability and accessibility. These are applied on both a manual and automated basis. Test automation is not treated as a siloed discipline but a capability spread across engineers of all disciplines. This allows us to build automated tests in at the right level (unit, integration, snapshot, api, UI, performance and end to end) as we build software. We design our cloud based solutions on a principle of high observability, ensuring techniques such as automated logging, reporting and alerting are configured based on well defined KPIs.

Security testing

Security services
Security services type
  • Security strategy
  • Security design

Ongoing support

Ongoing support service
Types of service supported
Hosting or software provided by your organisation
How the support service works
As we work with your team to discover, define and develop your cloud products and services, considering the long-term plan for operation and support will be key in achieving its outcomes and meeting organisational service resilience standards.

As the product or service evolves towards live, our team will work with your product and operational leaders to ensure that there is clarity in the desired operational KPIs, and the operational model through which it will run. This will inform a clear set of functional and non-functional requirements that ensure the service is built with resilience and operation in mind.

We can play various roles in support; from advising on the appropriate operating model to ensure service resilience, training your existing support function, through to putting in place dedicated teams with well defined SLAs to execute on the model.

We have a wealth of experience supporting cloud platforms and products, delivering high criticality support at 2nd and 3rd line, up to 24/7, using both in-team DevOps enabled support and dedicated service desks.

Service scope

Service constraints
There are no significant constraints within the context of this service offering.

User support

Email or online ticketing support
Phone support
Web chat support
Support levels
As this service is focused on consultancy, there is a continual level of close engagement with the client, typically on a daily basis. Whilst active on an engagement, our entire team will always be available for discussion and support activities.

Part of developing the ongoing support model for the service will include designing a provision for user support.


Supplier type
Reseller providing extra features and support
Organisation whose services are being resold
Microsoft, Google Cloud, G-Suite, HCL, Acoustic, VMware Tanzu, IBM

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)


£740 to £2,000 a person a day
Discount for educational organisations

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at Tell them what format you need. It will help if you say what assistive technology you use.