Experience Design & Service Design for Customer Centricity.

Over the last 20 years, the expectations of B2B decision makers have changed significantly. Experience & Service Design must actively respond to the following challenges

• Increasing customer independence: B2B customers increasingly want to do without traditional salespeople and prefer to interact independently. This requires an adaptation of sales strategies to empower alternative, digital channels.

• B2C-like customer experience: Customers expect the same experience in B2B as they do in B2C. The challenge is to meet these high expectations without neglecting the complexity of B2B processes.

• Omni-channel strategy: The number of touchpoints continues to grow. Customers interact through websites, stores, apps, and customer portals. The challenge is to deliver a consistent, high-quality experience across all channels.

• Data-driven marketing and sales: As the number of digital touchpoints increases, so does the amount of data available. The challenge is to effectively use this data to create relevant customer interactions.

As part of our research consulting services, we use a variety of methods to gain valuable insights for your strategies and projects. We use a combination of qualitative and quantitative approaches:

• Qualitative interviews: We conduct interviews with internal stakeholders and customers to generate in-depth insights and hypotheses. These interviews help us develop a comprehensive understanding of the needs and challenges of your target audience.

• Expert interviews: We can gain targeted insights by conducting interviews with proven experts who have specific industry expertise or in-depth knowledge. This information helps us build your strategies on a solid foundation.

• Quantitative surveys: We use quantitative surveys to validate generated hypotheses. These help us to substantiate and verify our findings with measurable data.

• Data analysis: We analyze data collected through digital touchpoints to gain additional insights and identify trends that support your business strategy.

• Executive Summary: Finally, we summarize the key findings in an executive summary so you can see the most important results at a glance.

We transform your complex B2B business processes into intuitive, aesthetically pleasing interfaces that bring your product vision to life. Our prototyping and UX/UI design approach allows you to get a realistic impression of your future digital product at an early stage, making it easier for subsequent experts to plan the next steps.

Thanks to our special expertise in B2B processes, we create prototypes that translate complex logic into simple click paths and test them with real customers. Their feedback helps us to continuously optimize the design and user experience, while keeping the product's value proposition and brand or corporate design in mind.

Within a very short time, you can see concrete progress and make informed decisions that will drive product or platform development. Our goal is to quickly transform your complex ideas into intuitive and brand-compliant solutions that inspire your customers.

Google Design Sprints are an innovative format developed specifically for experience and service design. It allows you to reduce months of meetings and discussions to just a few days and quickly develop tangible solutions. Benefits include

• User-centered product development: With a Google Design Sprint, you can quickly develop products that are tailored to the needs of your users. This user-centered approach ensures that your products meet market needs.

• Concentrated investment: A cross-functional team develops a prototype in 3-5 days that is then tested directly with users. The duration of the sprint depends on the complexity of the problem, but always ensures an efficient use of resources.

• Sustainable solution: At the end of the design sprint, you will not only have a clear picture of your future digital solution, but also an informed decision about which features need to be integrated to ensure maximum success. This ensures that both user and business needs are addressed.

We use the latest tools and methods to make your design processes efficient and collaborative. Our passion for figma and design ops enables us to develop your digital products faster and more consistently.

Prototyping: We use Figma to create prototypes and click dummies that allow you to gather feedback and test your ideas early. These interactive prototypes help you visualize your vision and make optimizations before development begins.

Design systems: We use Figma to create design systems that ensure design consistency and seamless collaboration between design and development. These systems make it easier to ensure scalability and consistency across all digital products.

Design meets DevOps: By integrating Figma into DevOps processes, such as Figma Storybook or Figma JIRA, we bring design and development closer together. This promotes smooth communication and collaboration between teams so that designs can be implemented faster and more accurately.

For Meusburger, a leading supplier of high-quality products for mold making, we developed a highly complex B2B commerce platform that seamlessly integrates technical products and CPQ processes into a digital product. The challenge was to combine the extensive and complex procurement and service processes with the specific requirements into a user-friendly digital platform.

Our UI/UX design approach translated the complexity of the products into an intuitive user experience that maximizes productivity and simplifies the ordering process. Some of the highlights included

• User research: We conducted in-depth user research to understand the specific needs and workflows of the target audience and translate them into the platform.

• Design system development: We developed a scalable design system to ensure consistency and recognition across all digital touchpoints.

• Digital product development: Working closely with an integrated, agile team of designers and developers, we created a robust, user-friendly digital product that is both aesthetically pleasing and functionally powerful.

Hawa Sliding Solutions, one of the world's leading manufacturers of sliding systems, was faced with the challenge of presenting its complex products and services on a user-friendly digital platform. Our task was to conduct an experience and service design consulting project to optimize the product presentation and simplify the ordering process. Highlights of the project include

• Prototyping and usability testing: We developed prototypes and conducted iterative usability testing to ensure an intuitive and user-friendly platform that increases user satisfaction.

• Mobile Optimization: We ensured a consistent and convenient user experience, especially for construction and design professionals who work on the go.

• Configurator Integration: We developed a configurator that makes the complexity of the products easy to understand and makes the ordering process more efficient, increasing customer satisfaction.

Welser Profile, a leading supplier of special steel profiles, asked us to optimize their digital customer service and B2B commerce processes. In a Google Design Sprint, we developed a PoC for a new customer portal in just 5 days. This rapid, iterative approach allowed us to translate their extensive product information and complex procurement processes into a user-friendly digital solution. Key areas of focus included

• Digitizing and structuring the product information: We designed a platform that allows users to explore complex products and makes technical information easily accessible.

• Optimized UX/UI design: Our design approach ensures intuitive navigation and a consistent user experience that conveys both professionalism and technical precision.

• Enhanced Customer Interaction: Through strategic experience design and the development of a clearly structured digital solution, we increased visibility and user engagement, resulting in improved customer interaction.