--- title: Service Design description: Service innovations have already turned many established industries upside down. To develop the unforgettable experiences, service design helps. --- [Skip to content](https://www.lead-innovation.com/en/service-design#main-content) [![lead-innovation-logo](https://www.lead-innovation.com/hubfs/lead-innovation-logo.svg) ![lead-innovation-White logo](https://www.lead-innovation.com/hubfs/Assets%20-%202022/lead-innovation-White%20logo.svg)](https://www.lead-innovation.com/en/) - Services - Innovation We support you in establishing and refining innovation management as well as in developing new products, services, and business models. - [Innovation analysis in accordance with ISO 56002](https://www.lead-innovation.com/en/innovation-analysis) - [Innovation strategy & roadmap](https://www.lead-innovation.com/en/innovation-strategy-roadmap) - [Innovation process](https://www.lead-innovation.com/en/innovation-process) - [Inovation culture](https://www.lead-innovation.com/en/innovation-culture) - [Lead User innovation](https://www.lead-innovation.com/en/lead-user-innovation) - [Service Design](https://www.lead-innovation.com/en/service-design) - [New business development](https://www.lead-innovation.com/en/new-business-development) - Artificial Intelligence We support you in the successful analysis, sustainable implementation, and strategic use of artificial intelligence. - [AI readiness assessment](https://www.lead-innovation.com/en/ai-readiness-assessment) - [AI strategy & roadmap](https://www.lead-innovation.com/en/ai-strategy-roadmap) - [AI use cases](https://www.lead-innovation.com/en/ai-use-cases) - Consulting We support change processes, empower leaders, and lay the groundwork for sustainable transformation. - [Change management](https://www.lead-innovation.com/en/consulting#Change-Management) - [Leadership trainings & coaching](https://www.lead-innovation.com/en/consulting#Leadership-Trainings-Coaching) - [Industry-specific reports](https://www.lead-innovation.com/en/consulting#Branchenspezifische-Reports) - [Workshop design & facilitation](https://www.lead-innovation.com/en/consulting#Workshop-Design-Moderation) - [Keynotes](https://www.lead-innovation.com/en/consulting#Keynotes) - Insights - [Success stories](https://www.lead-innovation.com/en/success-stories) - [Blog](https://www.lead-innovation.com/en/insights) - About us - [Team](https://www.lead-innovation.com/en/about-us) - [English](https://www.lead-innovation.com/en/service-design) - [Deutsch](https://www.lead-innovation.com/service-design) [Get in touch with us](https://www.lead-innovation.com/en/contact) - Menu Item 1 - Sub-menu Item 1 - Another Item - Sub-menu Item 2 - Menu Item 2 - Yet Another Item - Menu Item 3 - Menu Item 4 ###### Innovation # Service design – customer-focused With service design, you make services and processes suitable for your customers. The result: unique customer experiences. If you want to tailor your services to the needs of your customers, view them with your customers' eyes. We show you how. ###### The challenge ## Customer journey Whether it is B2B or B2C, the customer journey is important in all cases.  - Create the right touchpoints and offer customers an extraordinary service experience. - Differentiate yourself on the market. - Make poor customer experiences a thing of the past.  ###### The solution ## Service design With service design, you develop prototypes with which you gain new insights. - Make services and processes customer-focused. - With our lead user network, we offer you a unique pool for service design. - Use tools from marketing, branding, user experience and innovation management. ###### The result ## Enthusiasm With service design, you create unique experiences for your customers and users. - You excite customers with a unique customer experience. - Strengthen your brand with well-conceived processes that we develop together with lead users. - You secure a competitive advantage with an intuitive customer journey.  [Arrange a consultation](https://www.lead-innovation.com/en/contact) ###### Customer-focused. ## How do you enthuse your users with service design? ## How do you enthuse your users with service design? Service design has the **needs of your users** in focus. Existing services can be improved with service design, but wholly new, independent, and **revolutionary services** can also emerge. A **unique customer experience** arises when you design the interactions with your company to be as simple as possible. In the design process, you put yourself in the customers' shoes, analyze their needs, and experience what they do. A picture of the **customer journey** thus develops, and **touchpoints** are designed to be more customer-friendly. ![](https://www.lead-innovation.com/hubfs/Assets%20-%202022/image3.png) ![](https://www.lead-innovation.com/hubfs/Assets%20-%202022/Cancle-White.png) ###### Competitive advantage. ## This is how you create unique customer experiences ## This is how you create unique customer experiences In order to improve the **customer journey** in your company, you must recognize the customers' pain points. The aims and needs of customers are always at the focus of the **service design** process. What is especially important is the **overall experience**. Ask yourself the following questions: - What do the customers want? - What are the most important **touchpoints** for your customers? - How should a touchpoint be designed so that **customers** become **genuine fans**? ![](https://www.lead-innovation.com/hubfs/Assets%20-%202022/image3.png) ![](https://www.lead-innovation.com/hubfs/Assets%20-%202022/Cancle-White.png) ###### User experience ## Good service means truly understanding customers - Clear processes through customer and user-focused service design. - Fewer complaints, because you know your customers' pain points. - Unforgettable experiences and intuitive processes. - Attract customers and make them fans of your brand. ## Why we are the right innovation partner ![approach1](https://www.lead-innovation.com/hubfs/Assets%20-%202022/approach1.png) You shape the market of tomorrow. Together with you and potential customers, we develop lucrative services. ![approach2](https://www.lead-innovation.com/hubfs/Assets%20-%202022/approach2.png) Your services break the mold. Our experienced service designers open up new perspectives to you on your customers and markets. ![approach3](https://www.lead-innovation.com/hubfs/Assets%20-%202022/approach3.png) You exceed the expectations of your customers. We enhance the design process with advanced customers from our lead user network. [Learn more about us](https://www.lead-innovation.com/en/about-us) ![Service Design](https://www.lead-innovation.com/hubfs/Website%20EN/Content%20Downloads%20Englisch/Product%20Folder%20EN/Product%20Folder%20LEAD%20Service%20Design%20EN/Product%20Folder%20LEAD%20Service%20Design%20EN.png) ###### Download ## Excite customers with services now. Learn more in the free white paper. Customers' needs often remain unspoken. The skill here is in unveiling customer requirements and offering the right services. You can read about how unique customer experiences unfold along the customer journey in this white paper. [Download](https://info.lead-innovation.com/en/paper-service-design) ###### This is how we do it … ## The three steps in a service design project [Arrange an appointment](https://www.lead-innovation.com/en/contact) 1. Together we identify the service for your market advancement.  2. We explore trends and the needs of your customers and identify qualified lead users. 3. In cooperation with lead users and you, ingenious concepts for service innovations emerge.  [Arrange an appointment](https://www.lead-innovation.com/en/contact) ## Strategically improve and redesign services **Service design** is all about **improving** and **revamping services and processes**. The aim is to create a unique customer experience, to make customers' interactions as simple as possible, and to convey a good feeling while doing so. Service design starts with customers' first contact with the company and takes account of possible interactions over the entire time period. Service design projects begin with an **analysis of customer needs** and considers the **customer journey** and the **touchpoints**. Interdisciplinary teams develop ideas and create the prototypes for service design. Different **design thinking tools** are used in the iterative process: - Qualitative and quantitative **research methods** for understanding employees and customers in the context of services. - Creative and people-focused methods for **brainstorming**. - **Service prototyping** for testing new ideas quickly and cheaply before a lot of money is invested in your development. The user-friendliness, functionality, costs, market resonance, etc. are optimized in the iterative process, thus leading to market maturity.   ![Service Design](https://www.lead-innovation.com/hubfs/Grafik_Service%20Design_EN.png) ## The methods ### The lead user method The driving force behind innovation is often **advanced users** with a sense for **customer requirements** and the markets of tomorrow. We use these attributes in the lead user approach: experts in our global **lead user network** enhance your innovation projects with a wealth of experience and active collaboration. ### Service design **Customer-focused services** leave a lasting impression. With the service design approach, we develop an understanding for **customer expectations and needs** together with you. With this knowledge, we design the interaction along the **customer journey** to be more intuitive. Consequently, you excite customers and trust in your brand grows. ### Design thinking Design thinking solves problems systematically and **accelerates the innovation process**. The **customer-focused approach** is suitable for the development of better products, services, and business models. In an **iterative and agile design process**, we analyze the problem, identify solutions, and test the result together with you. ### Agile project management With innovation projects, the result is mostly uncertain and requires **agility, flexibility, and quick results**. Agile project management simplifies the **customer-focused development** of high-quality innovations, especially in product development. Work in agile teams is **efficient**, and the results are **quickly** visible. ### The innovation contest The innovation contest allows **new ideas** to emerge in your company. An internal **competition for ideas** makes the **creativity** of your employees visible and unveils the unexpected **potential of staff**. You fill your ideas pipeline efficiently and with structure, while promoting a **positive culture** **of innovation** at the same time. ### Innovation studio In the Innovation Studio, we work together on the next big innovation from your company. When doing so, we take on the risks in the early phase of your innovation project. This way you reduce development costs and increase innovation success. ## Das House of Innovation ![image2](https://www.lead-innovation.com/hubfs/Assets%20-%202022/image2.png) ## Das House of Innovation Weit hinten, hinter den Wortbergen, fern der Länder Vokalien und Konsonantien leben die Blindtexte. Abgeschieden wohnen sie in Buchstabhausen an der Küste des Semantik, eines großen Sprachozeans. Ein kleines Bächlein namens Duden fließt durch ihren Ort und versorgt sie mit den nötigen Regelialien. Es ist ein paradiesmatisches Land, in dem einem gebratene Satzteile in den Mund fliegen. Nicht einmal von der allmächtigen Interpunktion werden die Blindtexte beherrscht – ein geradezu unorthographisches Leben. Eines Tages aber beschloß eine kleine Zeile Blindtext, ihr Name war Lorem Ipsum, hinaus zu gehen in die weite Grammatik. Want to learn more? Get in touch with us now and arrange a consultation date. [Contact](https://www.lead-innovation.com/en/contact) “Viele Sachverhalte werden von uns intern als selbstverständlich wahrgenommen und nicht mehr hinterfragt. Oft hilft ein Blick von außen, um sich von alten Denkmustern zu lösen.” “Viele Sachverhalte werden von uns intern als selbstverständlich wahrgenommen und nicht mehr hinterfragt. Oft hilft ein Blick von außen, um sich von alten Denkmustern zu lösen.” “Viele Sachverhalte werden von uns intern als selbstverständlich wahrgenommen und nicht mehr hinterfragt. Oft hilft ein Blick von außen, um sich von alten Denkmustern zu lösen.” “Viele Sachverhalte werden von uns intern als selbstverständlich wahrgenommen und nicht mehr hinterfragt. Oft hilft ein Blick von außen, um sich von alten Denkmustern zu lösen.” ![angewandte](https://www.lead-innovation.com/hubfs/Assets%20-%202022/angewandte.png) ###### Ing. Reinhard Mäserk ehem. Entwicklungsleiter ![sap](https://www.lead-innovation.com/hubfs/Assets%20-%202022/sap.png) ###### Frank Bistrick Abteilungsleiter Produktentwicklung ![saltex](https://www.lead-innovation.com/hubfs/Assets%20-%202022/saltex.png) ###### Katrin Moser Product Manager ![sap](https://www.lead-innovation.com/hubfs/Assets%20-%202022/sap.png) ###### Frank Bistrick Abteilungsleiter Produktentwicklung ![WU](https://www.lead-innovation.com/hubfs/Assets%20-%202022/WU.png) ![saltex](https://www.lead-innovation.com/hubfs/Assets%20-%202022/saltex.png) ![sap](https://www.lead-innovation.com/hubfs/Assets%20-%202022/sap.png) ![WKO](https://www.lead-innovation.com/hubfs/Assets%20-%202022/WKO.png) ![Logo_SE_positiv_RGB 1](https://www.lead-innovation.com/hubfs/Assets%20-%202022/Logo_SE_positiv_RGB%201.png) ![sap](https://www.lead-innovation.com/hubfs/Assets%20-%202022/sap.png) ![angewandte](https://www.lead-innovation.com/hubfs/Assets%20-%202022/angewandte.png) ![DLR](https://www.lead-innovation.com/hubfs/Assets%20-%202022/DLR.png) ###### Success stories ## Joint success. The innovation excellence of our customers. ###### Service innovations ## [Barmherzige Brüder Vienna – Service design in healthcare](https://www.lead-innovation.com/en/success-story-service-design) ###### Product innovations ## [How the lead user method helped with breakthrough innovations.](https://www.lead-innovation.com/en/success-story-detail-lead-user-method) ![logo](https://www.lead-innovation.com/hubfs/Assets%20-%202022/logo.jpg) ###### Austria Sandwirtgasse 12/1 1060 Vienna [+43 1 288 73 65 ](tel:+43%201%20288%2073%2065) ###### USA 718 Walt Whitman Rd., Unit #672 Melville, NY 11747 [+1 516 456 3656](tel:+1%20516%20456%203656) ###### Quick Links - [Success stories](https://www.lead-innovation.com/en/success-stories) - [Blog](https://www.lead-innovation.com/en/insights) - [About us](https://www.lead-innovation.com/en/about-us) - [Career](https://www.lead-innovation.com/en/contact) - [Contact](https://www.lead-innovation.com/en/contact) ###### Legal - [Privacy policy](https://info.lead-innovation.com/en/privacy-policy) - [Imprint](https://www.lead-innovation.com/en/contact) - [GTC](https://info.lead-innovation.com/en/gtc) Our partners [![partner_logo_hype](https://www.lead-innovation.com/hubfs/Website%20DE/Partner/Partnerlogos/Clients%20and%20partner%20logos/Partner%20logos/partner_logo_hype.png)](https://www.hypeinnovation.com/de/?hslang=de) [![partner_logo_innosabi](https://www.lead-innovation.com/hubfs/Website%20DE/Partner/Partnerlogos/Clients%20and%20partner%20logos/Partner%20logos/partner_logo_innosabi.png)](https://innosabi.com/) [![partner_logo_itonics](https://www.lead-innovation.com/hubfs/Website%20DE/Partner/Partnerlogos/Clients%20and%20partner%20logos/Partner%20logos/partner_logo_itonics.png)](https://www.itonics-innovation.com/) [![partner_logo_qmarkets-1](https://www.lead-innovation.com/hubfs/partner_logo_qmarkets-1.jpeg)](https://www.qmarkets.net) [![partner_logo_trendone](https://www.lead-innovation.com/hubfs/Website%20DE/Partner/Partnerlogos/Clients%20and%20partner%20logos/Partner%20logos/partner_logo_trendone.png)](https://www.trendone.com/) [![groupXS-Logo_quer_groá_transparent](https://www.lead-innovation.com/hs-fs/hubfs/groupXS-Logo_quer_gro%C3%A1_transparent.png?width=63&height=20&name=groupXS-Logo_quer_gro%C3%A1_transparent.png)](https://www.groupxs.com/) [![reportheld](https://www.lead-innovation.com/hubfs/site-logo-reportheld.svg)](https://www.reportheld.com/) [![NeuroForge](https://www.lead-innovation.com/hs-fs/hubfs/NeuroForge.png?width=75&height=20&name=NeuroForge.png)](https://www.neuroforge.de/) [![Kriegel Consulting Schrift](https://www.lead-innovation.com/hs-fs/hubfs/Kriegel%20Consulting%20Schrift.png?width=133&height=20&name=Kriegel%20Consulting%20Schrift.png)](https://www.kriegel-consulting.com/) [![ecofides](https://www.lead-innovation.com/hs-fs/hubfs/ecofides.png?width=91&height=20&name=ecofides.png)](https://www.ecofides.at/en/home-en/) [![mccglc](https://www.lead-innovation.com/hs-fs/hubfs/mccglc.png?width=67&height=20&name=mccglc.png)](https://www.mccglc.com/work/) [![GFB](https://www.lead-innovation.com/hs-fs/hubfs/GFB.png?width=36&height=20&name=GFB.png)](https://www.gfbholdings.com/) [![AnyIdea](https://www.lead-innovation.com/hs-fs/hubfs/AnyIdea.png?width=38&height=20&name=AnyIdea.png)](https://en.anyidea.ai/) [![Innovation-Coaches Logo](https://www.lead-innovation.com/hs-fs/hubfs/Innovation-Coaches%20Logo.jpg?quality=low&width=71&height=20&name=Innovation-Coaches%20Logo.jpg)](https://www.innovationcoaches.at/) © 2026 LEAD Innovation Management GmbH - [![LinkedIn](https://www.lead-innovation.com/hubfs/Assets%20-%202022/linkedin.png)](https://www.linkedin.com/company/lead-innovation-management) - [![YouTube](https://www.lead-innovation.com/hubfs/Assets%20-%202022/youtube.png)](https://www.youtube.com/LEADInnovation) - [![Instagram](https://www.lead-innovation.com/hubfs/Assets%20-%202022/instagram.png)](https://www.instagram.com/lead_innovation_management/) - [![Facebook](https://www.lead-innovation.com/hubfs/Assets%20-%202022/Facebook.png)](https://www.facebook.com/leadinnovation)