Human-Centered Design

Service Design · User Experience Design · Design Research



user research
I help you understand the needs of your users and identify opportunities for improving and innovating your products and services.
Activities: contextual interviews, shadowing, diary studies, field observations, competitor and trend research, best practices, etc.

Outcomes: personas (user profiles), user requirements, customer journey maps, experience maps, pain points and opportunities, priorities


storyboard customer journey

I support you in designing services and interfaces from the user’s point of view in order to create positive user experiences.
Activities: ideation and concept development; definition of functions, features and behaviors; modeling and prototyping of interfaces, processes and interactions; concept exploration with stakeholders and users

Outcomes: overall concept and specifications for implementation (sketches, customer journey maps, service blueprints, user story maps, wireframes, prototypes,…)


paper prototyping

I evaluate usability and attractiveness of concepts, prototypes, and existing products and services to identify opportunities for improvement.
Activities: user tests, thinking aloud protocol, rapid prototyping, expert reviews, heuristic analysis, cognitive walkthroughs, service safaris, service staging, card sorting, benchmark tests, A/B testing, etc.

Outcomes: test reports with recommendations and visuals, test videos, usability benchmark (success measurement)


design thinking coaching

I help you to increase customer focus and establish design thinking in your organization.
Activities: Integration of Human-Centered Design and Service Design Thinking, project-based consulting, project coordination, workshops, courses, talks, training on the job

Health App and Services

Case study

Service & UX design in health care: Together with migrant women and health care staff we developed a multi-lingual health app which informs about local services, provides timely health tips and supports communication between patients and doctors. Continue…
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nicole neuberger, service designer and ux designer

About me

I’m a Service and User Experience Designer with a background in Psychology and Interaction Design. I’ve been working in the field of human-centered design for about 20 years and enjoy helping organizations adapt human-centered processes and methods and build up internal competencies.

I’m available for freelance work, consulting, coaching and training. My working languages are German, English and Italian. Spanish is also possible, if language perfection is not a requirement. Projects with physical presence are currently possible in Austria, Germany and Colombia. Remote collaboration is always possible. I look forward to your message!


Nicole Neuberger
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