insurance: human-centered service ecosystem innovation (remote)
- role: freelancer consultant
- tasks: service concept, research, UX prototyping
- duration: 4 months
- leading questions: How to create a digital ecosystem customer love?
- context: in cooperation with a team MAI group members, we co-created a new service ecosystem for an insurance company, from researching to launching the new service ecosystem
- approach: explorative desk research and interviews with customers and employees, used KANO model to analyze and structure outcomes, UX prototypes with Figma
retail/e-commerce: an agile CX transformation at adidas hq (on-site)
- role: freelancer for livework studio
- tasks: coaching, training, consulting service design
- duration: 4 months
- leading questions: How to harmonize customer-centricity and agile into one integrated approach?
- approach: researching existing internal design principles and applying them to create a coherent cx framework within adidas
- applying service design tools and methods to create a cx playbook adjusted to an agile way of working for product teams
- coaching product owners to ensure customer-centricity
telecom: b2b customer- centered service transformation (remote)
- role: freelance consultant for digitalberatung
- tasks: persona research, UX design, new service concepts
- duration: nine months
- leading questions: how might we create a better service experience for small and medium-sized companies in Austria after covid-19?
- approach: creating first assumption based personas and validating them with research together with the internal cx team
- applying service design tools and methods to create a common understanding and to design outstanding service solutions
