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Service Design in App Development.

Designing a new service or product without service design is like looking into a dirty glass ball. It would be mere assumption.

If you have a great app idea, it’s no different. Because from the identification of a challenge, to the conception of solutions, to the implementation of the final service or product, there can be many forks in the road. To ensure that decisions during this process are always user-centric, we rely on service design. Service design not only includes the development of new service concepts, but also incorporates the processes and organizational models within companies. It forms an interface between business, marketing, design and technology. And uncompromisingly takes the customer perspective into account.

This is how it works: we compare new technologies and trends with the current challenges of your company and generate possible solutions in the form of prototypes that are tested with the future user group as early as possible.

Your advantage: you recognize whether a project is worth pursuing further. We proceed in a structured manner and use the following tools and methods depending on the initial situation:

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Observations and interviews

To develop good solutions, we need to focus on the user and their needs. To understand it, we conduct interviews and observations. For this purpose, we create observation guides based on different observation techniques. We record the collected data by means of storytelling in order to make the impressions accessible to all people involved. Based on this information, we create personas including point of view formulations. In a further step, the collected transcripts will be analyzed using axial coding to derive relevant phenomena for the respective personas.

Personas and Customer Journey Mapping

At the center of a customer journey is always a person and their needs, which must be evaluated and put into a chronological sequence. In a first step, we define with you for which personas and along which touchpoints the journeys should be created. A second step provides information about the behavior and needs of the personas. Based on the collected data, we create the customer journeys of your personas for you using the framework visualization.

Ideation and prototyping

Our approach to product development is based on the design thinking process. In order to obtain a large number of ideas and different solution perspectives, we make targeted use of creativity and evaluation techniques. The prototypes provide a cost-effective and efficient way to visualize ideas early on and bring them to life for initial user testing. This ease of use allows prototypes to be revisited at any time, or even completely discarded to start over. User feedback is collected via usability and user testing using various methods. More on the topic of user testing can be found
here. →

Service design for innovative apps

Are you firmly convinced that your app idea has a chance in the market?

Before you spend too much time embellishing your idea, it’s worth it to
to ask a lot of questions. Especially to your ideal customers.