Customers are getting stuck
Important tasks feel confusing, inconsistent, or harder than they should be.
Service design & consulting
Better experiences start with solving the right problem.
We help digital businesses uncover friction across their products, customer journeys, and services — then turn those insights into practical improvements.
Human-centred thinking. Practical business outcomes.
PeopleNeeds & behaviours
ProcessesHow work gets done
TechnologyTools & touchpoints
People · Process · Technology
For teams building better digital and human experiences.
Digital productsCustomer journeysService systemsProduct discovery
Look beyond the obvious
The visible problem isn't always the real problem.
A confusing interface may be a symptom of an unclear process. Repeated customer complaints may point to a broken handoff behind the scenes. Before jumping to solutions, we help you understand what is really happening.
See how we work →Your service feels fragmented
Channels, teams, and processes don't connect into one coherent experience.
Your team is solving the wrong thing
Assumptions are driving decisions before the underlying problem is understood.
What we help with
Find the friction. Understand the system. Make a better move.
Three focused services to help you evaluate what exists, improve the experience, or define what needs solving next.
Digital Experience Audit
Understand where your website or digital product creates friction, uncertainty, or unnecessary effort.
- Structured experience review
- Prioritised findings and rationale
- Practical improvement roadmap
Customer Journey & Service Improvement
See the experience end to end and uncover the processes and handoffs shaping it.
- Journey mapping and friction analysis
- Service blueprinting where useful
- Prioritised improvement roadmap
Product Discovery & Problem Definition
Give your team clarity about the problem, the assumptions, and the next thing worth validating.
- Problem framing and evidence review
- Opportunity and assumption mapping
- Validation plan and next steps
The Interplay approach
Make sense of the whole, not just the parts.
010203Understand → Connect → Improve
A practical process
Understand the context
Align on the business goal, the people affected, the evidence available, and the scope of the problem.
Connect the dots
Review journeys, touchpoints, processes, and assumptions to identify patterns and likely causes of friction.
Prioritise what matters
Turn findings into clear recommendations, practical next steps, and measures that can be evaluated.
Selected thinking
Show the thinking, not just the final screen.
These illustrative concept projects show how Interplay could approach common service and product challenges. They are not commissioned client engagements.
Independent concept
Reducing friction in digital onboarding
Explore how a hypothetical SaaS product might make account creation, verification, and first-use guidance clearer.
Illustrative journey and hypotheses only. No user research or measured outcomes are claimed.
Independent concept
Connecting a fragmented service journey
Explore how a hypothetical service business might connect enquiry, booking, payment, delivery, and internal handoffs.
Illustrative service map only. Validate the current state with real stakeholders before making business decisions.
Ways to work together
Clear starting points. Thoughtful scope.
Choose a focused engagement or start with a conversation about a more complex challenge.
Transparent starting prices. These are proposed introductory fees, not fixed quotations or verified market averages. Final fees depend on scope, complexity, access to evidence, and agreed deliverables.
Evaluate what exists
Digital Experience Audit
From ₦250,000
Indicative timeframe: 1–2 weeks
A structured review of agreed website or product journeys, with prioritised findings and recommendations.
- Defined review scope
- Friction and usability findings
- Prioritised action plan
- Findings walkthrough
Improve the whole journey
Customer Journey & Service Improvement
From ₦600,000
Indicative timeframe: 2–4 weeks
A focused engagement to map an experience, identify likely causes of friction, and prioritise improvements.
- Journey mapping
- Service blueprint where appropriate
- Root-cause exploration
- Improvement roadmap
Define what to solve
Product Discovery & Problem Definition
From ₦400,000
Indicative timeframe: 1–3 weeks
Bring clarity to a product challenge, surface assumptions, and plan what to validate next.
- Problem framing
- Evidence and assumption review
- Opportunity prioritisation
- Validation plan
Need targeted consulting?
Workshops and hourly support may suit smaller, clearly defined needs. Larger engagements are scoped by proposal.
₦40,000–₦75,000 / hour
Proposed consulting range
Proposed consulting range
Workshop starting fees: ₦150,000. These proposed prices are editable and should be reviewed against your experience, costs, target clients, and project scope before publication. International projects are quoted separately.
Good to know
Questions before we begin.
You don't need to know which service to choose before starting a conversation.
What exactly is service design?
Service design looks at how people, processes, technology, communication, and touchpoints work together to deliver an experience. It helps reveal problems that may sit beyond a single screen or interaction.
Do you only work on digital products?
No. Digital experiences are one part of the picture. Depending on the engagement, Interplay can examine the wider customer journey and the operational processes behind a service.
Will you conduct user research?
Research activities depend on the project scope, timeline, budget, and access to participants. The proposal will state which methods are included. Existing evidence may be reviewed where available.
How do you price a project?
Published prices are starting points. Final fees depend on the problem, scope, deliverables, complexity, timeline, and research requirements. Larger engagements receive a tailored proposal.
Can we work remotely?
Yes. Interplay is set up for remote collaboration. Workshops, interviews, reviews, and presentations can be arranged online where appropriate.
About Interplay
Better systems create better experiences.
Interplay is an independent service design and consulting practice built around a simple belief: before rushing to a solution, we should understand the problem and the system around it.
The founder brings a background in Computer Science, IT supervision, business sales, and UX/UI design. That combination informs an approach that considers both the human experience and the practical realities of delivering a service.
Interplay's work connects user needs, business goals, processes, and technology to help teams make more considered decisions.
Curiosity before assumptionsEvidence over guessworkPractical next steps
Start a conversation
Tell us what you're trying to improve.
You don't need a perfect brief. Share what is happening, what you hope to change, and what you already know. We can work out the most useful next step together.
Clear scope before work beginsRemote collaboration availableNo pressure to know the right service in advance