Innovation

Service design – customer-focused

With service design, you make services and processes suitable for your customers. The result: unique customer experiences. If you want to tailor your services to the needs of your customers, view them with your customers' eyes. We show you how.

The challenge

Customer journey

Whether it is B2B or B2C, the customer journey is important in all cases.

Create the right touchpoints and offer customers an extraordinary service experience.
Differentiate yourself on the market.
Make poor customer experiences a thing of the past.

The solution

Service design

With service design, you develop prototypes with which you gain new insights.

Make services and processes customer-focused.
With our lead user network, we offer you a unique pool for service design.
Use tools from marketing, branding, user experience and innovation management.

The result

Enthusiasm

With service design, you create unique experiences for your customers and users.

You excite customers with a unique customer experience.
Strengthen your brand with well-conceived processes that we develop together with lead users.
You secure a competitive advantage with an intuitive customer journey.

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Customer-focused

How do you enthuse your users with service design?

Service design has the needs of your users in focus. Existing services can be improved with service design, but wholly new, independent, and revolutionary services can also emerge.

A unique customer experience arises when you design the interactions with your company to be as simple as possible. In the design process, you put yourself in the customers' shoes, analyze their needs, and experience what they do. A picture of the customer journey thus develops, and touchpoints are designed to be more customer-friendly.

Competitive advantage

This is how you create unique customer experiences

In order to improve the customer journey in your company, you must recognize the customers' pain points. The aims and needs of customers are always at the focus of the service design process. What is especially important is the overall experience.

Ask yourself the following questions:

What do the customers want?
What are the most important touchpoints for your customers?
How should a touchpoint be designed so that customers become genuine fans?

Why we are the right innovation partner

You shape the market of tomorrow. Together with you and potential customers, we develop lucrative services.

Your services break the mold. Our experienced service designers open up new perspectives to you on your customers and markets.

You exceed the expectations of your customers. We enhance the design process with advanced customers from our lead user network.

Learn more about us

This is how we do it …

The three steps in a service design project

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Together we identify the service for your market advancement.
We explore trends and the needs of your customers and identify qualified lead users.
In cooperation with lead users and you, ingenious concepts for service innovations emerge.

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Strategically improve and redesign services

Service design is all about improving and revamping services and processes. The aim is to create a unique customer experience, to make customers' interactions as simple as possible, and to convey a good feeling while doing so. Service design starts with customers' first contact with the company and takes account of possible interactions over the entire time period.

Service design projects begin with an analysis of customer needs and considers the customer journey and the touchpoints. Interdisciplinary teams develop ideas and create the prototypes for service design.

Different design thinking tools are used in the iterative process:

Qualitative and quantitative research methods for understanding employees and customers in the context of services.
Creative and people-focused methods for brainstorming.
Service prototyping for testing new ideas quickly and cheaply before a lot of money is invested in your development.

The user-friendliness, functionality, costs, market resonance, etc. are optimized in the iterative process, thus leading to market maturity.

The methods

The lead user method

The driving force behind innovation is often advanced users with a sense for customer requirements and the markets of tomorrow. We use these attributes in the lead user approach: experts in our global lead user network enhance your innovation projects with a wealth of experience and active collaboration.

Service design

Customer-focused services leave a lasting impression. With the service design approach, we develop an understanding for customer expectations and needs together with you. With this knowledge, we design the interaction along the customer journey to be more intuitive. Consequently, you excite customers and trust in your brand grows.

Design thinking

Design thinking solves problems systematically and accelerates the innovation process. The customer-focused approach is suitable for the development of better products, services, and business models. In an iterative and agile design process, we analyze the problem, identify solutions, and test the result together with you.

Agile project management

With innovation projects, the result is mostly uncertain and requires agility, flexibility, and quick results. Agile project management simplifies the customer-focused development of high-quality innovations, especially in product development. Work in agile teams is efficient, and the results are quickly visible.

The innovation contest

The innovation contest allows new ideas to emerge in your company. An internal competition for ideas makes the creativity of your employees visible and unveils the unexpected potential of staff. You fill your ideas pipeline efficiently and with structure, while promoting a positive culture of innovation at the same time.

Innovation studio

In the Innovation Studio, we work together on the next big innovation from your company. When doing so, we take on the risks in the early phase of your innovation project. This way you reduce development costs and increase innovation success.

Innovationsprozess als Erfolgsfaktor einführen

Grundsätzlich geht es bei Innovationsprozessen in Unternehmen darum, einen klaren Rahmen zu schaffen, der festlegt, wie Ideen im Unternehmen eingebracht, wie sie weiterverfolgt und wie sie auf den Markt gebracht werden.

Innovationsprozess als Erfolgsfaktor einführen

Das House of Innovation

Weit hinten, hinter den Wortbergen, fern der Länder Vokalien und Konsonantien leben die Blindtexte. Abgeschieden wohnen sie in Buchstabhausen an der Küste des Semantik, eines großen Sprachozeans. Ein kleines Bächlein namens Duden fließt durch ihren Ort und versorgt sie mit den nötigen Regelialien.

Es ist ein paradiesmatisches Land, in dem einem gebratene Satzteile in den Mund fliegen. Nicht einmal von der allmächtigen Interpunktion werden die Blindtexte beherrscht – ein geradezu unorthographisches Leben. Eines Tages aber beschloß eine kleine Zeile Blindtext, ihr Name war Lorem Ipsum, hinaus zu gehen in die weite Grammatik.

“Viele Sachverhalte werden von uns intern als selbstverständlich wahrgenommen und nicht mehr hinterfragt. Oft hilft ein Blick von außen, um sich von alten Denkmustern zu lösen.”