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The first step is clarity: an initial conversation.
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When your product works, but doesn't have the effect it should.
Products & services
Products and services don't work through their function alone, but through perception, resonance, and coherence. This service line examines and shapes how your offering actually lands with customers.
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The use of technology creates interactions on different levels. More and more often, these unintentionally lead to disappointment in products, in service processes, and in the user experience.
What this service line looks at
Experience
How product and service feel to customers: comprehensibility, friction, trust, in edge cases too, not just in the ideal case.
Promise
Whether brand, marketing, and product say the same thing, and where implicit promises go unfulfilled.
Process chains
How product, app, service, and people work together, and where the chain breaks.
Decisions about products come up here, too. The Decision Architecture service line examines how they are made.
What you gain with me
Products with a digital service component, AI components, or complex process chains don’t work through their function alone, but through perception, resonance, interactions, and systemic coherence. Here is what I bring:
Neutral mirror
Systemic, psychological, and communicative perception, including for what customers don’t say.
Structure and analysis
A focus on solutions, with users and customers seen from many angles.
Language that hits the mark
I name precisely what matters.
Experience with systems
Complex products, hybrid offerings, and process chains from various industries: from digital services, electronics, and mobility to smart services and AI.
Not linear
I follow the signals in the system and pursue the questions that really create movement, instead of working through a checklist.
Not like this
Three patterns I often see, and what holds instead.
Not like this
New design, same problem
The app gets redesigned, the ratings stay bad. The disconnect was in the service, not in the interface.
Instead: examine the whole chain, from the promise to the hotline.
Not like this
The survey says: all good
Customers check “satisfied” and leave anyway. What they really experience isn’t in any questionnaire.
Instead: observe how the offering is actually used.
Not like this
One more feature
Because sales are stalling, another feature gets added. The original promise remains unfulfilled.
Instead: first deliver on what you already promise.
What I bring to products & services
- Over 20 years with global premium brands and international media and technology platforms: Mercedes-AMG, Volkswagen, Samsung, Toshiba, Tom’s Hardware, ESL
- Brand strategy, platform strategy, communication strategy & content
- Editorial background: language that hits the mark
- Complex products and process chains: digital services, electronics, mobility, smart services, AI
- Product strategy and marketing under my own responsibility
Products & services
The path in three stages
Before that: the initial conversation. Clarity on whether to continue, and with what.
- Stage 1 · MirrorExperience AuditHow your offering actually lands
- Stage 2 · Make it coherentExperience LabDisconnects closed and tested with customers
- Stage 3 · Sustain impactResonance guidanceCoherence across releases and channels
