SERVICE & EXPERIENCE DESIGN
Alternative to: Generic Design Thinking Workshops, Isolated CX Projects
Companies choose us when brand promise and actual customer experience diverge, touchpoints are fragmented instead of seamless, previous design thinking workshops delivered no implementable results, or customer journeys are not holistically integrated across all channels – online and offline. Often a clear, operationalizable CX strategy is missing that is understood and lived from marketing department to frontline.
We bring your brand promise & customer experience into holistic and profitable alignment. From small adjustments with great impact to comprehensive redesign of innovative service processes and organizations. At all touchpoints – online and offline, or in perfect combination.
Consistently exceptional service quality at all customer touchpoints never happens by chance, but is always the result of clear goals, sincere effort, and skillful execution.
Building on the current service reality (often made transparent through Reality Check) and your brand's core values, we work together to develop how the future customer experience and the responsible organization should look for daily implementation in your company. Following a clear strategy, all relevant touchpoints, processes, and workflows along the defined customer journey are optimized or redesigned.
The use of cutting-edge service design thinking methods and co-creative collaboration with employees from different areas and levels leads to innovative ideas and concrete, practically implementable results. A Service & Experience Design project also always creates a shared understanding of where the organization wants to develop in terms of customer experience and why.
Our Methodology:
- Service Design Thinking & Co-Creation Workshops
- Customer Journey Mapping across all channels (omnichannel)
- Service Blueprinting for operational excellence
- Prototyping & iterative testing
- Motive-based target group integration for precise personalization
Who Benefits:
- Chief Experience Officers & Marketing Directors (CX transformation)
- Digital Transformation Managers (omnichannel integration)
- Product & Service Leaders (innovation with market fit)
- Operations Managers (service excellence)
