FACT SHEET

Frontier Service Design, LLC

70 E. Swedesford Road
Suite 120
Malvern, PA 19355
Phone & Fax: 800-578-4384

www.FrontierServiceDesign.com

Contact:
Bob Cooper
Founder and President
BCooper@FrontierServiceDesign.com
main phone and fax - 800-578-4384
cell - 610-724-1118

Company Description:
Frontier Service Design, LLC is the first U.S.-based company to focus exclusively on service design. The
firm works with it's clients to identify new and recurring service revenue streams. They do this by
understanding the client's business need; the wants and needs of the client's customers and prospective
customers; and the opportunities brought about by current and developing technology. Frontier Service
Design works with clients to see service not as a “department” but as an integrated service ecosystem
that has significant impact on customer satisfaction, corporate culture and ultimately, corporate profits.

Client List as of January 2009

* Ace Designs, Inc.! ! ! ! * AnySource Media, LLC

* Avanceon, Inc.! ! ! ! * Barnstone Advisors, LLC
* Bradley Communications Corp.! ! * Buzzio
* ColorQuick, Inc.! ! ! ! * Complete Healthcare Communications, Inc.
* DMI Sports, Inc.! ! ! ! * Enzymatic Therapies, Inc.
* Framebuilder.com! ! ! ! * Griswold Special Care, Inc.
* Info 7/24! ! ! ! ! * Lauren"s House
* Ocular Telehealth Management, Inc.!! * Speech Level Singing, Inc.
* The Higgins Group, Inc.! ! ! * Total Scope, Inc.
FRONTIER SERVICE DESIGN, LLC

KEY POINTS

- Frontier Service Design is the first company in the United States that is fully dedicated
to the discipline of service design.

- Service design is a growing discipline in Europe, particularly in the U.K. and

Scandanavian countries.

- The company works with it's clients to identify new and recurring service revenue
streams.

- They do this by understanding the client's business need; the wants and needs of the
client's customers and prospective customers; and the opportunities brought about by
current and developing technology.

- Founder Bob Cooper sees service design as a mega-trend for the future - much in the
same way he saw interactive marketing as a mega-trend in the early 1991 - years
before the advent of the World Wide Web.

- Because of the Web, it is much easier for consumers to find alternatives. As a result,
consumers are much less tolerant of bad service experiences.

- There are time-proven standards and best practices for product design. Ironically,
even though services now represent 70% of the U.S. economy, there are no standards
or industry-accepted best practices for designing these services.

- In many ways, service design is much more complex than product design, because it
must integrate and connect people to people, people to machines, and machines to
machines.

- Frontier Service Design works with clients to see service not as a “department” but as
an integrated service ecosystem that has significant impact on customer satisfaction,
corporate culture and ultimately, corporate profits.

- Our mantra for clients (and ourselves): Create value and money will follow!
 PROCESS
The Frontier Service Design Process

Define Discover Synthesize/Analyze Design Build Launch

Define Discover Synthesize/Analyze Design Build Launch
We meet with key We turn our attention We pull in the findings Here is where the Once the designs We not only work
We meet with tokey stake- We turn our attention We pull in the finding Here is where the multi- Once
stakeholders to our client!s from both the previous multi-disciplinary are approved, wethe designs are with you toWe not only work with
design
holders
clarify theto clarify the to our client’s customers, from both the previous disciplinary approach approved, we work closely you to design and build
customers, phases, as well as our approach really work closely with and build the
question(s) we are going prospects, partners, and phases, as well as our really kicks in, by creating with the client to actually
question(s) we are prospects, partners, understanding and kicks in, by creating the client to actually service, but we can but we can
the service,
to ask and to understand the general public using understanding and prototypes of what the build the service model.
going to ask and to and the general observations from other prototypes of what build the service also bring italso
to bring it to market in
why we are asking them.
understand why we public using ethnographic research observations from other service can and will be. This includes: brand the most effective and ef-
industries, economic the service can and model. This market in the most
The end result
are asking them. is a methods to observe and industries, economic The artifacts created in identity, marketing, PR, ficient way. Since we are
ethnographic macro-trends, ascendent will be. The artifacts includes: brand effective and
clearly defined problem understand what people macro-trends, ascendent this phase can include operational guidelines,
The end result is a research methods to business models, and created in this identity, marketing, efficient way. Sincein the process
involved
to be solved, along with a want and need. business models, and any or all of the following: pricing, support, and from the
clearly defined observe and what current and phase can include PR, operational we are involved in very beginning,
hypothesis. This phase is what current and flowcharts, storyboards, even staffing.
problem to be understand what developing technology any or all of the guidelines, pricing, the process from insights that no
we have
focused entirely on our
solved, along with a people want and developing technology digital 3D models, video traditional “ad agency”
makes feasible. following: support, and even the very beginning,
client’s organization.
hypothesis. This makes feasible. mock-ups, scale models, could ever have.
need. flowcharts, staffing. we have insights
phase is focused multimedia presentations,
Then, we get focused. storyboards, digital that no traditional
entirely on our Then, we get focused. etc.
We consider the 3D models, video “ad agency” could
client!s We consider the
technical, financial, mock-ups, scale ever have.
organization. technical, financial,
cultural, and operational models, multimedia
cultural, and operational
ramifications of all the presentations, etc.
ramifications of all the
ideas created in the
ideas created in the
Synthesize phase to
Synthesize phase to
come up with the idea
come up with the idea
that is most viable and
that is most viable and
value-added.
value-added.

Copyright 2009 by Frontier Service Design, LLC www.FrontierServiceDesign.com / 800-578-4384

Copyright 2009 by Frontier Service Design, LLC www.FrontierServiceDesign.com / 800-578-4384
Bob Cooper
Founder/President
Frontier Service Design, LLC

Bob Cooper is the founder and President of Frontier Service Design, LLC, a consulting firm that
works with corporate clients to identify, design, build and launch innovative services that create
new and recurring revenue streams. With over 25 years of experience in marketing, branding,
technology development, interactive media, business design and executive leadership, he has
launched one of the first firms in the United States to focus exclusively on service design. In fact,
this is his second time on the “frontier” of a macro trend.

In 1991, at the age of 29, Bob Cooper quit his full-time marketing job, raised a small amount of
angel investment money and started an interactive marketing company called Frontier Media
Group, Inc., based in Malvern, PA. The company was a pioneer in the development of high-
impact multimedia for sales support, training and entertainment. Over the next seven years,
Frontier Media Group grew to become an internationally recognized firm, employing over 75
people with consistent net profits in the upper teens. Leveraging the advent of the World Wide
Web in 1995, the company was well regarded for its consulting, design and production services
related to interactive marketing for Fortune 500 clients including: Merrill Lynch, Procter & Gamble,
Pfizer, Bell Atlantic, Du Pont, Comcast, Rohm & Haas, ARAMCO, Children's Television
Workshop, the Philadelphia Flyers and others. Frontier worked with clients in the United States,
Canada, the United Kingdom, France, Japan and Saudi Arabia.

Frontier was recognized by AdWeek as one of the nations' "Top 50 Interactive Agencies;" by
Deloitte & Touche as one of the "Fast 50," a list of the 50 fastest growing technology firms in the
mid-Atlantic region; and by the Philadelphia Business Journal as one of the 100 fastest growing
private companies in the Philadelphia region. In 1998, Cooper was honored to be recognized as
"Entrepreneur of the Year" by the local Chamber of Commerce.

Realizing that time was right, Cooper decided to sell Frontier in May of 1998 to Icon CMT, a
NASDAQ traded company based in Weehawken, NJ. In doing so he earned his investors a 70X
return on their investment. Four months later, Qwest Communications (NASD: Q), acquired Icon
CMT for its Internet infrastructure and professional services capabilities. At Qwest, Cooper served
as Senior Vice President in charge of Strategic Consulting where he built a nationwide staff and
worked closely with Qwest's major account teams to develop Internet and e-commerce strategies
for Fortune 100 corporations. He left Qwest in the fall of 1999 to launch his own consulting firm
and worked with a wide variety of start-up entrepreneurs and venture capital firms in fund-raising
and due diligence efforts.

From 2001 to 2002, Cooper served as turnaround CEO for Vertical Alliance, Inc., a VC-funded
enterprise CRM application developer in Plymouth Meeting, PA that had fallen on hard times as a
result of the economic downturn. Very quickly, he repositioned this technology product company
into an ASP (application services provider) for the sports and entertainment ticketing industry and
within nine months found a strategic buyer for the company.

From 2003 through 2006, Cooper worked with the CEO and management team of Avanceon,
Inc., based in Exton, PA to refine their strategy for factory automation services and to take on a
more global view of their markets. As a result, the company launched a new recurring business
model called APlus Support Services. In 2007, the company entered a joint venture with Engro
Innovative Automation (Pvt.) Ltd., a global provider of industrial automation and engineering
support products and services.
In 2004, Cooper served as turnaround CEO for RealTime Media, an online marketing firm based
in King of Prussia, PA. While there, he streamlined operations and established a new market
position for the company - compliance-based marketing - which leveraged the company!s
expertise in the legal aspects of web marketing. In addition, he helped to recruit a new full-time
CEO, and continues to serve on the board of directors of this growing company.

In 2005, Cooper served as interim COO for Qbit, LLC, a data compression software firm in
Bethesda, MD co-founded by John Sculley, the former CEO of Apple Computers. While there, he
clarified the company!s strategic position within the entertainment and consumer electronics
industry.

From 2005 to 2007, Cooper worked with Complete Healthcare Communications, Inc., a medical
communications company in Chadds Ford, PA to explore new revenue opportunities. It was there
that he identified an internal company database - historically perceived as an expense - as a
potential revenue opportunity. He designed and launched a subscription database service called
PubsHub.com that provides editorial details on over 2,000 peer-reviewed medical journals and
conventions worldwide. This service, which has a subscription cost of $4,995 per year, also has
over a 90 percent renewal rate. In addition to PubsHub, Cooper also helped guide the company!s
founder and CEO through a successful acquisition in 2007 by MediMedia, Inc.

Cooper serves on a number of boards for Philadelphia area companies and non-profit
organizations including AnySource Media; FMP Media Solutions; ColorQuick; and the External
Affairs Committee of the Penn Center for Bio-Ethics at the University of Pennsylvania. He has
lectured and conducted workshops at Drexel University, Temple University, the University of
Pennsylvania!s Wharton School of Business and Penn State, where he served as adjunct
professor. In 2007, Cooper co-authored a book about Philadelphia-based entrepreneurs entitled,
“Dream, Inc.”

He lives with his wife and three children in Charlestown, PA.