service design

Turns user actions, touchpoints, and concept details into a tangible result by defining service scope, laying out the customer journey, and deriving owners and actions.

Core question: At which invisible backstage steps do fail points emerge that the customer experiences as friction at the frontstage?

0.5-2 Tage

6-12

Turns user actions, touchpoints, and product details into a tangible result by selecting a persona or customer group, defining journey phases, and deriving opportunities and actions.

Core question: How does the persona experience the journey end-to-end, at which touchpoints, with which emotions, and where are concrete improvement opportunities?

1-3 h

3-10