We translate user needs into business models
We help our clients to understand what their customers really want and how their overall offer can become more customer-centric. This creates better service experiences for customers and creates more profit for companies.
Our work is based on deep understanding and empathy for customers. Based on this, we facilitate innovation processes inside organisations and help them to implement new innovative service solutions. This approach keeps organisations future-proof. We work hand in hand with our clients and craft a collaboration that fits best to our client’s needs.
Our work is based on an iterative cycle of activities:
We talk to customers and observe their behaviour. This helps us to understand their motivations. We gain deep insides in customer needs and can use these as a starting point for improved service experiences.
Specific tools we use during this phase are:
• qualitative user interviews to get very close to human needs
• observations of behavior over a longer time span to understand the motivations in specific situations
• trend research to understand the overall context
Understanding human needs enables us to create a strategy for desired solutions. This covers the service’s value proposition in detail as well as the underlying business model. We will always look at the service from a user’s perspective.
In order to evaluate concepts they are turned into tangible outcomes that customers can use and have an emotional reaction to. These prototypes are used for user testing.
At the core of our work stands facilitation. We act as change agents rather than implementors. We help you to find the path to solutions that fit to your organisation. That way, change is sustainable and you are independent from us once we are finished.
A few examples of typical work we do:
Co-designing the product vision for myScotty
The founding team of myScotty had just started to work on their product. They were second mover and asked us to help them shape the unique selling point for the minimal viable product.
Defining aproduct vision
We started out in a workshop with the founders to work on the overall value proposition of the service and to draft a first user journey as well as a business model.
Understanding user behaviour
To gain first hand user insights and to save time and money at the same time we did a first round of guerrilla research. A small group of users received a diary-like notebook to capture their mobility behaviour throughout a week. Afterwards, the startup founders and Fuxblau met the users in person for qualitative interviews.
Creating customer centric service solutions
Based on the user insights from the research we drafted potential design solutions. These concepts were done by hand to allow for quick iterations. At the end of this phase, we had specific design directions and explored different ideas, which needed to be tested.
Testing first design directions
Once the concepts were defined, we invited three focus groups which exactly matched the key customer segments. During the focus group sessions, general questions regarding mobility behaviour were asked. At the end of the sessions, we presented our design solution to understand the user acceptance. The startup founders were present during the focus group sessions. Following the testing, the startup used the results to redefine their direction and to launch a minimal viable product a few months later.
Testing the business potential of a technology for Sennheiser
Sennheiser approached us with a new audio-technology. Before developing a service, Sennheiser wanted to evaluate whether customers would be willing to pay for such a technology and why.
Developing personas to empathise with users
As a starting point we developed personas which we believed to be potential users and customers for the market niche. Based on these personas, we recruited real users who matched the profiles to conduct interviews.
Crafting service mockups to communicate a vision
In order to test the potential of the technology, we came up with fictional services that could use the technology and created interface-mockups for the services.
Testing ideas with users
The interfaces and fictional services were tested in individual qualitative user interviews. Fake money and vouchers were used to understand the willingness to pay for certain service features. After the unser interviews, it became very clear which of the user groups would be potential customers.
Creating a plan for the future
After the interviews Sennheiser was able to redefine the target customer segment and to understand potential value which the new technology could create.
Addressing transportation trends with specific service offerings for Arriva
The client saw major behavioural changes on the customer side as well as disruptive competition within his key market. We were asked to develop services that would react to these changes and serve as pilot for a wider product line.
Understanding the market and user needs
During a research phase our team travelled through seven European countries. We experienced various modes of transport ourselves and talked to users along the way. This helped us to understand behavioural patterns and to discover burning needs. In addition, we interviewed industry experts to identify relevant trends.
Creating ideas for better mobility services
Based on our research we created personas and developed ideas for transportation services that fit to changing customer needs and an evolving market. We visualised the rough concepts and tested them with people on the street.
Preparing the implementation
Together with the client team we prepared the service implementation by creating service blueprints for a selected set of service concepts. We created a plan how to prototype the services in various countries.
Creating an overall strategy
The service concepts were embedded in an overall strategic vision for the company. The vision did not only focus on service concepts but included next steps towards a future-proof organisation as well. The client is currently evaluating were to pilot the service concepts.
Supporting the quick development of a minimal viable product for DearEmployee
DearEmployee, a corporate health start-up, was at the beginning of their product development. They wanted to create a user-centered service with a great user experience.
Defining the overall user experience
Together with the founding team we defined the overall customer journey in detail. The client team was part of all major work streams so that they would be able to continue the work after we would leave.
Evaluating the overall value proposition
We interviewed potential customers to test the overall value proposition and the customer journey. This helped us to map out key features that were really important to customers.
Designing the interface of the digital service
Together with the founding team we sketched out the layout for the interactive screens and discussed the importance of certain functionalities. This exercise was followed by detailed design of the screen-based user experience. The end result was tested with customers and iterated afterwards.
Launching the service
Together with one of our partners, the final visual design was created. The product was launched in September 2017.
And that's us — the people behind Fuxblau
Design & Prototyping
We love to collaborate. This is the network of trusted partners with whom we collaborate:
When we move from digital prototypes to digital implementation sleighdogs are the people we call first.
In design thinking and service design trainings for larger organisations we collaborate with dunkhase leadership consulting to enrich our expertise with leadership development and change management approaches.