Customer Experience framework

  • Conceptual design
  • Customer lifecycle
  • Customer-centred organisation
  • Implementation
  • Innovation process
  • Organisational change
  • Training formats

An enterprise puts its customers on centre stage – we show how this can be done.

Clients / commissioned by
E.ON Deutschland


  • Conceptual design
  • Contextual interviews
  • Implementation
  • Intersectoral cooperation
  • Pilot phase
  • Social impact measurement

Counteracting energy poverty at several levels of society.

Clients / commissioned by:
E.ON Deutschland
Cooperation partners:
Caritas, Diakonie, SKF Herford, PIKSL, Buddy e.V

Environment: Kids

  • Conceptual design
  • Contextual interviews
  • Educational initiative
  • Empathy exercises
  • Involvement of stakeholders

Convincing children with poor access to education of inclusion and engaging them.

Clients / commissioned by Aktion Mensch e.V.

PIKSL lab sessions

  • Conceptual design
  • Digital participation
  • Inclusion
  • Intersectoral cooperation
  • Simple language
  • Simplification

People with disabilities are real experts in simplification.

In corporation with PIKSL

Ride for the Hood

  • Conceptual design
  • Contextual interviews

Carsharing – we have developed innovative concepts.

Clients / commissioned by eines internationalen Automobilkonzerns

Gen Y impulse workshop

  • Human resources
  • Shortage of management personnel

What working culture does Generation Y want? An interactive impulse.

Clients / commissioned by In der Gemeinde leben gGmbH und Bethel

Data Mind

  • Conceptual design
  • Contextual interviews
  • Extreme users
  • Self-organisation

What are the trends that characterise personal data management today and in the future?

Clients / commissioned by Deutsche Telekom

Think Big

  • Format development
  • Teenagers

Teenagers used Design Thinking to bring their ‘think big’ experience to life.

Clients / commissioned by Telefonica Germany and Deutsche Kinder- und Jugendstiftung

Intelligent invoicing

  • Conceptual design
  • Design
  • Implementation
  • Touch point

The invoice is the most important customer touch point. We redesigned it.

Clients / commissioned by E.ON Deutschland

Alpener Platz Engel

  • Children
  • Participation

Co-creative city development with primary-school pupils – a hands-on project.

Clients / commissioned by Interessengemeinschaft Alpener Platz

360 – Including All Perspectives

  • Capacity building
  • Organisational change

A municipality becomes a learning organisation – and is thereby empowered to meet greater challenges.

Im Auftrag des Swindon Borough Councils

Change of perspective

  • Creative project development
  • Internal capacity building
  • Training in Service Design Thinking

Teams of the Cologne Youth Welfare Office practise the development of innovative projects.

Clients / commissioned by Stadt Köln