The customer experience blog
Events More than Metrics

Service Design at Chamber of Commerce Regensburg

3. July 2017

Service Design at Chamber of Commerce Regensburg

Last week, Michael gave a talk at Chamber of Commerce Regensburg (IHK), Germany. The event was targeted to SMEs and aimed at focussing on service design from the perspective of digitization.


Also small and medium sized companies have many opportunities to use service design for innovation. In his talk, Michael focussed on how service design can help to optimize services in a b2b context.

He presented a couple of examples of how More than Metrics uses service design methods to put the customer at the centre of innovation.

These are the main points Michael empathized that help innovate in SMEs:

  • If you want to be customer-centric, put the customer at the center of innovation
  • Create, apply and analyze customer journey maps as an easy way of improving customer experience
  • Create and use personas to get to know your customers, their needs and expectations
  • Break down silos in order to not get lost in details

Katharina takes care of marketing and communications at More than Metrics. With her background in business and psychology she loves both logical as well as empathic thinking.
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