Zentia
User Experience

User Experience and Service as a Holistic System

As part of a comprehensive development and consulting engagement, we supported the British suspended ceiling manufacturer Zentia in the strategic advancement of its service offering along the entire customer journey.

The objective was to design a seamless customer journey from inspiration and specification to configuration, ordering, and installation, while creating an integrated interplay between website, digital tools, and human services.

Based on a detailed analysis, we identified the key touchpoints where digital support around Zentia’s product systems delivers real value. The result is an integrated service ecosystem in which the customer journey can either be experienced end-to-end or entered at any stage.

A central component of the project was the development of the web-based configuration tool Sonify 3D Studio, which makes design possibilities intuitively accessible, reduces complexity and anchors digital planning as an integral part of product use.

Communicating Products and Services with Clarity

As part of the new service concept, Zentia’s website was also structurally and conceptually realigned. The goal was to communicate complex product systems, digital applications, and services in a clear, coherent, and consistent way.

Building on our long-standing understanding of Zentia’s products and services, we closely aligned content, structure, and user guidance. The content strategy was not developed in isolation but conceived as an integral part of the overall platform. The result is a website that makes product logics visible, meaningfully integrates digital services, and supports users throughout their respective decision-making and planning phases.

Human Services as an Integral Part of the System

For our holistic approach, it was essential to think beyond digital applications and deliberately integrate human services into the overall system. We supported Zentia in establishing a continuous design consulting process aimed at consistently guiding architects and planners from the initial idea through planning to installation.

In close collaboration with Zentia’s expert teams, including architectural and design consultants, an integrated service offering was developed that systematically combines personal consulting with digital tools. The service process was clearly structured and transparently communicated as part of the website, providing orientation and planning reliability throughout all project phases.