User Experience Design

Experience design plays a particularly important role in the capital goods industry. In the past, it has been shown that customer experience suffers primarily from the isolation of partial solutions. In the course of digitalisation, many individual solution modules have been developed in recent years, but today they no longer meet their requirements for a continuous, consistent experience process or a continuous functionality related to a use case. We help our customers to uncover the weaknesses and gaps of the individual partial solutions and to develop concepts or solutions that ensure the desired consistency of the product and functional experience.

The result is systems that are intuitive, understandable and economical for experts as well as for end customers and users.

Unlike in the consumer goods industry, the aim here is not only to provide the user with a maximally intuitive and performant product experience, but also to offer the various stakeholders an adequate framework for function, operation and comprehensibility according to their diverse usage scenarios and perspectives.

In the capital goods sector, the focus is less on a linear and consistent mapping of brand perception along the usual touchpoints, but rather on taking into account the various needs of the individual target groups in relation to their different usage scenarios in due complexity. In this context, the typical dimensions such as awareness, product adaptation to the actual need, product acquisition, stakeholder-appropriate functionality, commissioning, provision and services are loaded with completely different, multi-dimensional parameters.

In our experience, customer experience projects in the capital goods sector are therefore only successful if the development partners have a broad know-how of analysis tools, deal with the individual target groups in depth and repeatedly evaluate the meaningfulness or the function of individual concepts with the target groups with the help of agile processes from concept development and simulation.

In addition, in the customer experience it is important to take the right altitude and to help the development teams or the customer to harmonise needs, technical feasibility, economic and temporal realities with each other.

We have built up a broad portfolio of tools for the analysis, development and evaluation of customer experience concepts and have gained a lot of experience over the past years that can help you to implement such projects.


Customer Journey Design

With increasing digitalisation, the design and conception of comprehensible and intuitive interfaces between users and the software is becoming more and more important and is taking up more and more space in the development of holistic product solutions.

As we are mainly active in the capital goods sector, we are particularly trained and experienced in the development and design of professional systems. We are able to develop conceptual, functional and design solutions for expert systems that require a deep understanding of the complexity and involve corresponding analyses, evaluation, concept, validations and creation of functional prototypes.

In the development of new product systems, the combination of hardware and software has long become indispensable. The integration of intelligent and intuitive user interfaces plays a central role in mapping the target group requirements and acceptance of the products in the market.

Accordingly, the conception, design and development of interfaces between the user and the software has become a central component for the success of product solutions. This has important consequences for the focus area of capital goods and industry.

On the one hand, the expectation of usability of highly complex expert systems has become much higher. Moreover, the omnipresence of easy-to-use software systems in our everyday lives now also requires adequate responses in the industrial context.

Conversely, the increasing shortage of skilled workers acts as a burning glass in this topic, as complex systems have to be operated by increasingly poorly trained employees. Both tendencies will lead to a rapid increase in the demand for easy and intuitive software interfaces in the future.

Together with our clients, we develop requirement profiles for the usability of complex software, understand and analyse the needs and problems of the various stakeholders and users, and then design functional prototype use case simulations that we can test with the relevant users in their application scenarios for evaluation.

The focus of our service is not the programming of the interface, but the development of target images and functional experience prototypes, which can be used to give the actual programmers a clear target and thus guarantee a functioning end result. In the analysis we work with interviews, surveys and experience workshops, concept sitemaps, experience prototypes and in the transfer of the target images with expert systems such as Figma.