Archive for December, 2015

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We are finishing a project for our latest client Dropbox, the widely known leader in cloud storage and hosting services. Conducting ethnographic observation in various work environments we explore what really matters to users of such services. How do for instance concerns about privacy and security impact the customer journey and collaboration strategies? Based on such customer insights marketing strategies and product design will be tailored to the demands on the European market.

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The latest extension set to the Business Innovation Kit facilitates modelling customer journeys. Nine cards help you address the seven touchpoints:   I. Become aware II. Inform III. Acquire / Buy IV. Start Up V. Use VI. Modify VII. Dispose / Renew   How do customers and / or stakeholders proceed from one to the next? How should the journey look and feel like? Which motives, requirements or fears need to be addressed?   First, select one of the relevant customer or stakeholder groups and take an imaginary walk through their journey. That means their overall experience with your company, its products and services. Alternatively start collecting ideas for each touchpoint. Then select a stakeholder group and draw its journey line from one touchpoint idea to the next. Enrich your ideas with photographs and original quotes from customer feedback or internal staff.   Touchpoint_Cards_IV_Modify_UXBerlinExample Card: Modify

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Based on our research results, concepts and strategy-related recommendations for one of the largest car manufacturers we created a a top management repor on future mobile infotainment.

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