Context

Translating user needs into business models at a service design agency for 4.5 years

The service design studio Fuxblau was founded 2013 by Olga Scupin and Manuel Grossmann and I joined them in spring 2014 as their first employee. We helped our clients to better understand what their customers really want and how their overall offer can become more customer-centric. Our clients were a mix of Berlin startups, SME’s and recently also bigger companies like Arriva, Bosch and Sennheiser. Our common project process: establish a common understanding within the team, sharpen the concept and create a first prototype based on qualitative user research. It was very important to us to leave our clients with tangible and actionable outcomes they could keep working with like prototypes, action plans and service blueprints.

Being the first hire I had lots of different responsibilities from the start eg. wireframing, printing, desktop research, user testing, screen design, creating all kinds of templates and an icon library. After moving to a bigger office I signed a 36-hours a month contract and assumed more responsibility. As we were slowly growing I took care of keeping the tech running, streamlining design processes and setting up an internal wiki in Dropbox Paper. During an average week I would support a colleague during a workshop or sprint, help my colleagues with all kinds of tech and design questions as well as update design templates and our internal wiki.

Colleagues

Video

Results

Working with a team — clear communication, tidy file management and having fun

Process

Working with a team — clear communication, tidy file management and having fun

Learnings

Working with a team — clear communication, tidy file management and having fun