Human-Centered Design Thinking

Service Design · User Experience · Design Research

Hello! My name is Nicole. I’ve been working with Human-Centered Design Thinking in UX and Service Design projects for over 20 years. My current focus is on Training, Coaching and Consulting, but I’m also available as a freelance Service and UX Designer and Researcher for short-term assignments.


UX & Service Design Coaching

service design thinking coaching

Do you need help with your first Service Design or User Experience (UX) project? Don’t know where to start? Which methods are appropriate? How much time to allow for different activities? How to conduct user research?

I’m happy to support you as a UX and Service Design coach and mentor. I love to share what I’ve learned in 20 years of working with users in design projects and help you create more human-friendly products and services.
Just send me a message to set up a short online meeting, if you’d like to learn more!


UX & Service Design Freelance

If your team needs temporary help with UX or Service Design, I’m available to join forces as a freelancer. We can combine this with a training-on-the-job for employees who would like to build up competencies in Service Design, Research and UX.

I can support you in the following areas:
1. Design Research, UX Research
2. Ideation, Design, Prototyping
3. User Testing, UX Reviews

1. Design Research, UX Research

user research in service design

UX Research helps you to understand the needs of your customers. Through observations, interviews and co-creation it is possible to identify opportunities for service innovation and customer experience improvement.

Typical methods and tools: contextual interview, design ethnography, diary study, field observation, co-creation, service safari, analysis of quantitative user data, personas (user profiles), customer journey map, experience map, opportunity map, priority list

2. Ideation, Design, Prototyping

service design storyboard customer journey

Visualizations and prototypes are crucial for thinking and designing services and interfaces from the user’s point of view.

Typical methods and tools: ideation with creativity techniques, concept development, visualization and specification (idea sketch, customer journey map, service blueprint, user story map, wireframe), interface / service / experience prototyping (paper prototype, digital prototype)

3. User Testing, UX Reviews

service prototype test

Various methods allow to evaluate prototypes and existing products/services regarding their usefulness, usability and attractiveness. In this way, opportunities for customer experience improvement can be quickly identified.

Typical methods and tools: user test, thinking aloud protocol, rapid prototyping, expert review, heuristic evaluation, cognitive walkthrough, service safari, card sorting, desirability toolkit, A/B testing, usability benchmark (success measurement), etc. 

View case study: UX & Service Design in Healthcare


nicole neuberger, service designer and trainer

About me

Since 2002 I have been helping organizations adopt human-centered design thinking and doing. In my experience two aspects are particularly crucial for being able to create customer-centered, innovative services and obtaining a high customer satisfaction:

  1. Relevant, customer-centered service innovations are always grounded in a close observation of human behaviour and a clear understanding of real user needs.
  2. The successful implementation of good ideas largely depends on organizational conditions, like the way people collaborate, organizational values, internal reward systems, and more.

As a psychologist, designer and trainer, I bring along a well mixed background that will help us create a tailored strategy and flexible method kit for your needs together. If you’d like to learn more about my background, feel free to connect on LinkedIn

My clients, employers and course/coaching participants come from diverse industries and include, for example, Sony,, Deutsche Bahn, UN World Food Programme, Daimler, Vodafone, Deutsche Telekom, Whirlpool, Weleda, Swarovski, Red Bull, M.A.N., Swiss Post, Generali, Zurich Insurance Group, E.ON, City of Hamburg, Renault, Deloitte, Porsche, Volkswagen, Frauenhofer Institute, Seven One Media, etc.
Projects range from digital to physical services, most of them having mixed touchpoints.



I look forward to your message!
My working languages are German, English, Italian and Spanish.

Nicole Neuberger
Vienna & Bogotá
available for remote work (short-term or part-time)

#uxdesigner #servicedesigner #trainer #coach #mentor #consultant

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