What it can do for you

Experience strategy and service design identify the real-life challenges and corresponding opportunities from the user's and business' perspective. The results are strategies, solution scenarios, digital products and services – or the full support of your individual innovation process. We question the given facts and find the real problem. This is decisive for success!


In-depth interviews
In-depth interviews
Understanding users, stakeholders and consumers in depth – that’s the basis for successful projects. In our field research, we use qualitative in-depth interviews, explore the reality of life in detail and validate the results using quantitative methods.
What really happens at the point of sale? Here we observe, analyse and make recommendations. After all, the customer journey overarches all touchpoints.
Benchmark analysis
Benchmark analysis
We analyse the competition, carry out benchmark analyses and identify best practices to position your brand clearly or lay the foundation for digital product development.
Persona development
Persona development
We develop personae and identify their needs in short expert workshops as proto-personae or fully as data-based personae, based on user research.
Customer journey development
Customer journey development
We work out the customer journeys, pain points and optimisation possibilities for all user groups – from initial workshops and the assessment of the current situation to the conception of future journeys.
B2B buying centres
B2B buying centres
In the B2B field, purchasing decisions are made by buying centres consisting of different persons in charge. We will identify buying centres relevant for your business, show you how purchasing decisions are made and derive valuable recommendations for you.

Facts from projects

7 times

more page impressions*

2,4 times

more coverage with the same budget*

2 times

higher opening rate of the newsletter*

*After optimisations, based on user research for an FMCG provider of dairy products

A selection of our realised projects

Screenshot of the Hesse Lignal website

Hesse Lignal

The B2B sector has specific challenges. Based on the customer perspective, we renewed the digital strategy including the definition of the buying center for the surface manufacturer Hesse Lignal.

Screenshot of the Sanofi website


Rare metabolic diseases need special attention from doctors and those affected. We have created this with Sanofi and designed the central website for Fabry disease to suit the target group and accompanied it through to implementation.

Screenshot of the Mit-Parkinson.de website


We have created the exchange platform mit-parkinson.de for people affected by Parkinson's disease and their relatives as a safe and protected space to exchange views on sensitive topics.

Screenshot of the Spurwechsel Zollverein website

Spurwechsel Zollverein

With partners such as the Zollverein Foundation and the Innogy Foundation, we have developed mobility concepts with the participation of local residents in order to help shape the mobility revolution.

How can we support you?
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Marc Kutschera
Marc Kutschera
Executive Board
+49 69 972 69 - 0
Apply now: Your Service Design workshop