Design-Services, die ganzheitlich wirken.

CX ist die Gesamt wahrnehmung, die ein Kunde hat; Service Design ist die Disziplin, die zugrunde liegenden Services – Touchpoints, Prozesse und Systeme – zu gestalten, die diese Erfahrung erzeugen.

Ein Service Blueprint ist eine Karte, die die Customer Journey zusammen mit den Frontstage-Aktionen, Backstage-Aktionen und Support-Prozessen, die diese Journey ermöglichen, darstellt – wodurch das gesamte System sichtbar wird.

Immer wenn Sie einen neuen Service einführen, inkonsistente Qualität beheben oder ein Erlebnis über Kanäle und Teams hinweg skalieren.

Wir tun beides – wir entwickeln gemeinsam mit Ihnen und implementieren zusammen mit Ihren Teams, wobei wir Standards und Playbooks hinterlassen, damit der Service weiterhin funktioniert.

Service design plans the entire service — people, processes, technology and physical environment — so every touchpoint works together. UX design focuses on a user's interaction with a specific interface. Service design is the broader discipline that makes UX promises operationally deliverable, from the customer's first contact to the back-office actions no customer ever sees.

A service blueprint is a structured diagram that maps the customer journey alongside every backstage process, system and team responsible for delivering it. It exposes broken hand-offs, unclear ownership and duplicated effort that journey maps alone cannot reveal. Most organizations find their biggest quality and cost problems hiding precisely in those gaps.

Scope determines timeline. A focused service blueprint for a single product or channel can be completed in four to six weeks. An end-to-end redesign across multiple touchpoints and departments typically runs three to five months, including co-design workshops, prototyping and implementation planning. We scope every engagement before committing to a timeline.

Service design works at any scale. We can diagnose and redesign a single problematic touchpoint — a renewal journey, a complaints process, an onboarding flow — without overhauling the entire service. That said, blueprinting even a narrow scope often surfaces upstream or downstream issues worth addressing, and we will flag them honestly.

Operational soundness is necessary but not sufficient. We apply behavioral economics — principles such as the Peak-End Rule and friction reduction — to ensure the service is also psychologically compelling. That means designing the moments customers remember most, reducing effort at high-stakes steps, and structuring choices so the right outcome is also the easiest one.

Internal teams know the organization; we know where services typically break and why. We bring structured blueprinting methodology, behavioral insight and cross-industry pattern recognition that most in-house teams build slowly and expensively. We also provide the external credibility that helps cross-functional alignment happen faster — which is usually the hardest part of any service redesign.