Service Strategy
design customer-centric journeys balancing service levels and standardisation/ customisation
explore the value of design
in a selection of our project portfolio
Industry-specific challenges may vary, but common patterns appear across B2B and B2C, in public and private sectors, that can be tackled by applying Industrial Design:
Product Development
apply Human-Centered Design (HCD) to ensure product/ market fit of physical & digital systems
Process Mapping
map frictions, tool eco-systems, info handovers, SOP’s (E2E order-to-cash, procure-to-pay)
Design Workshops
engage users and employees through vision workshops, topical conferences & co-creation
Digital Change
drive transformation, balance digital roadmaps and assess AI opportunities and digital ventures
Scenario Scan
analyse trends and their impact on strategy and operations, for resilience in volatile times
mRNA hardware value proposition design
expert interviews and workshops to scenario plan a strategy for decentral vaccine and cancer treatment production
E2E industrial process mapping: mining sector
end-to-end mapping of internal/ client-facing processes to identify opportunities for automation
streamline product management and SOP’s
Business Process Management workshops to transform fragmented, tacit ways of working into 12 clearly defined work-flows
global IT strategy: yearly conference facilitation
team-building and panel sessions to deepen collaboration across IT streams
UX concept for logistics autonomous robot fleet
field analysis of user needs, robot journeys and interface design concept for control room (Leitstand)
M&A strategy and leadership sprint week
align directors of a fast-growing SME to sharpen market positioning in a changing geopolitical context
CO2 removal pathways: prelude to venture fund
expert interviews & market scan of carbon removal pathways (CDR): supply/ demand, risk assessment of regulatory, social, technical, political trends
service design bootcamps for FrenchTech
facilitation of design sprints across France and the US West-Coast
service design for cross-retail digital roadmap
retail assistant app: from first workshop with C-level to hand-over to product owners in the digital factory
smart home customer segment strategy
qualitative & quantitative research on personas & value propositions for connected homes: prelude to Product Development track
B2B persona design: needs, drivers, value prop
co-creation workshops and visualisation of buyer personas in the construction sector
tangible smart factory industry fair show-case
3d printed interactive model to make abstract industry 4.0 opportunities tangible
storyboarding omni-channel retail journeys
build retail scenarios to make the customer impact of strategy trade-offs tangible for c-level steerco
public policy design: roles, SOP, service model
co-creation to define a new service model for a public sector agency working for 285 municipalities
vision, mission & roadmap for new business unit
facilitation of a sprint week for the global Director of Digital to sharpen her department's ambitions
workshop series: from patent to prototype
Design Thinking and rapid prototyping to stress-test product ideas based on research patents
e-mobility charging: digital, infra and marketing
cross-BU workshops to define strategy concepts in the e-mobility sector, then tested in focus groups
co-creation workshops about customer-centricity
internal expert interviews, process mapping and workshop facilitation for new leadership
DIY retail ‘makerspace’ in-store concepts
innovation concepts in clicks & bricks targeting the maker scene in traditional retail
steerco facilitation: new business models in retail
off-site innovation workshop with senior leadership team, blending finance, operations and macro-economic shifts
retail delivery: segments & service layers
qualitative research identifying patterns of delivery needs in FMCG retail and translating them into tiered Service strategy
design thinking for STEM education
collaboration with FabLabFactory: engaging educators about Human-Centered-Design (HCD) and rapid prototyping
working for clients across sectors, sizes & sites
We’ve had the pleasure to deliver projects in Belgium, Germany, France and the United States. Your organisation isn’t in the list yet? Let’s change that!
