Service Design

Tools and methods for excellent service design

For the development and optimization of services, we use a wide range of proven tools and methods to ensure that your customer needs and business objectives are perfectly aligned:

Research and analysis tools
- User research: In-depth interviews, focus groups and surveys to identify customer needs.
- Analytics tools: Platforms such as Google Analytics to analyze user behavior.
- Stakeholder workshops: Joint discussions to understand internal requirements.
Visualization methods
- Customer journey mapping: Identification of all touchpoints between customer and service, including weak points and optimization potential.
- Service blueprints: Detailed visualization of frontstage and backstage processes to create a holistic understanding of your services.
- Persona development: Creation of realistic customer profiles to better address target groups.
Creative solution finding
- Design thinking workshops: Iterative and user-centered idea generation in interdisciplinary teams.
- Brainstorming and ideation tools: Tools such as Miro or Mural to develop ideas collaboratively.
Prototyping and testing
- Low-fidelity prototypes: Sketches or mockups to quickly visualize ideas and gather feedback.
- High-fidelity prototypes: Realistic simulations of services or digital processes for detailed testing.
- Usability tests: Testing the developed prototypes with real users to check their efficiency and acceptance.
Optimization and implementation tools
- Process mining: Tools such as Celonis to analyze existing processes and identify inefficiencies.
- Agile project management tools: Platforms such as Jira or Asana to efficiently manage the introduction of new services.
- Change management frameworks: structures to ensure the successful integration of new processes.
Feedback and monitoring tools
- Net Promoter Score (NPS): Measure customer satisfaction and loyalty after the introduction of new services.
- Feedback platforms: Tools such as Typeform or Qualtrics to continuously collect user feedback.
- Performance dashboards: Interactive dashboards to monitor service performance in real time.

What results (deliverables) do you receive after the service design process?

After completing our service design process, you will receive clearly structured and practice-oriented results that offer you sustainable added value. Our deliverables lay the foundation for user-centered, more efficient and brand-enhancing services that drive your business forward:

Detailed service blueprint
‍A visual overview of all frontstage and backstage processes, touchpoints and interaction points. The blueprint shows where there is potential for optimization and how processes interlock seamlessly.
Customer Journey Maps & Personas
‍Detailed customer journey maps illustrate how your customers interact with your offering, where they experience hurdles and where they experience real added value. Personas help you to address customer needs in a targeted manner and develop services that are a perfect fit.‍
Optimized process workflows and recommendations for action
‍Concrete, prioritized measures for process optimization that enable efficiency gains and simplify both internal and external processes. This allows you to make better use of resources and impress your customers with smooth service experiences.
Prototypes and test concepts
‍Tangible low- and high-fidelity prototypes with which you can quickly validate new service ideas, obtain feedback and make iterative improvements. Accompanying test concepts ensure high quality and sustainably enhance the user experience.‍
KPIs, monitoring tools & success metrics
‍Customized KPIs, continuous feedback loops and monitoring plans to make the effectiveness of your new services measurable. This allows you to maintain an overview, track progress and make adjustments where necessary.‍
Integration and implementation roadmaps
‍A clear roadmap for the step-by-step introduction of new services, including change management recommendations and the use of project management tools. This ensures that improvements are smoothly integrated into existing structures.

These deliverables provide you with a solid foundation to better meet customer requirements, stand out from the competition and strengthen your brand image in the long term. Use the results of our service design process to make your company future-proof, customer-oriented and innovative.

Matthias Dietrich

CEO & Founder

As the founder and managing director of foobar Agency, Matthias brings over 20 years of experience in implementing and strategizing eCommerce projects. His expertise helps companies effectively translate technological innovation into business success.

Fritz has 10 years of experience in strategic consulting for medium-sized businesses and previously served as Head of eCommerce at Burda Digital, where he successfully guided brands like cyberport. His strategic expertise combines practical implementation with visionary approaches.

Fritz Schildt de Baey

Associate Partner

Fritz has 10 years of experience in strategic consulting for medium-sized businesses and previously served as Head of eCommerce at Burda Digital, where he successfully guided brands like cyberport. His strategic expertise combines practical implementation with visionary approaches.

Max Lüling

Advisor

Max brings more than 20 years of experience in consulting and building digital business models. His focus lies on digitizing and transforming traditional business structures to prepare companies for future challenges.

Design processes, inspire customers

Service Design

Let's talk!