Human-Centered Design Thinking

Service Design · User Experience · Design Research


Coaching and Mentoring

service design thinking coaching

Do you need help with your first service design or user experience 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 personal service design and UX mentor. I’d 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!

Freelance and Consulting

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

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

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)

UX 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.
 

UX and Service Design Case Study:
Service Design for Healthcare


nicole neuberger, service designer and trainer

About me

For the last 2o years I have been helping organizations adapt human-centered design thinking and acting. 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 toolkit that will help us create a tailored strategy and flexible method kit for you and your organization.

If you’d like to learn more about my background, feel free to connect on LinkedIn

References
My clients, employers and course/coaching participants come from diverse industries and include, for example, Sony, Venere.com/Expedia, 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.


Contact

I look forward to your message!
My working languages are German, English, Italian and Spanish.
 
Nicole Neuberger
Vienna & Bogotá
available for remote work
nicole@grounded.co.at
 
linkedin xing twitter

Questions?