Organizational DesignWe help organizations to deliver human-centered products and services.

Good experiences make the difference.

Digital experiences have become the ultimate benchmark for the success of digital business models - whatever the industry. Competition and customer expectations are evolving rapidly.

Only companies that know exactly what their customers expect and embrace new technologies will be successful in the long run. We help you to set the people in the focus of your organization. In this way, you will not only know the expectations, you will be able to exceed them and deliver the best digital experiences.

4 women and 1 man stand next to each other and throw paper airplanes.

Initial assessment

The initial assessment is our starting point to understand your organization and to be able to evaluate its degree of maturity. We focus on four pillars in our assessment: People & Culture, Operations, Proficiency, and finally Insights & Measure, i.e., how customer and user knowledge is incorporated and used.

As a result, we develop an individual strategy with measures to increase your level of maturity and the goal of a human-centered organization.

Four pillars build the foundation

People & Culture

Talent, Participation
& Engagement

Operations

Org. Structure,
Governance

Proficiency

Process & Knowledge
Tools & Methods

Insights & Measure

Research & Validation
Metrics for Evidence

Our Process

Assess

Our assessment enables a clear understanding of your business model, current strategy and maturity level.

Define

Based on the assessment result, we determine the appropriate measures to increase the maturity level within the four pillars.

Adopt

We define new structures and processes as well as the associated methodology. In collaboration with your project teams, we pilot it on a small scale. The goal is to find out what works best for your organization in a collaborative way.

Scale

Once we find an approach that proves successful, we scale it up and apply it as new standard across your company.

Continuously look for insights and make them accessible.

A complete understanding of all stakeholders is required. The exchange between the organization and all people involved is essential for this. Regular user research can provide insights that serve as a base for future activities.

These insights are the fuel for the organization's design, sales, and business. Therefore, they must be available to all relevant stakeholders at all times.

more about Research & Insights

Establish a ‚people first‘ culture.

Human-centered organizations have products and services that support people in their work and enrich their lives. An outstanding digital experience can only be achieved if the entire organization is geared towards it and everyone pulls together, from management to individual employees. The resulting motivation and personal commitment are the crucial difference in a human-centered organization.

Applauding audience in the office of Ergosign Berlin.

Methods and processes to turn insights into innovative solutions.

Methods and processes need to be established that turn insights into opportunities — and ultimately into reasonable investments and executions. Design thinking methods have proven to be very successful to achieve this purpose. They promote collaboration on eye level and guide teams towards decisions. Once these tools become routine in daily business, silo thinking is reduced and internal communication greatly benefits — fostering equality and motivation for the teams. Beside driving productivity it is fun to do as well.

Two women stick sheets of paper on a whiteboard.

Our UX Maturity Model

Optimize

Customer and/or user experience have a noticeable share in the success of a company. The company learns from the interaction with people (customers, users, employees) what needs and expectations exist and how well they are fulfilled. It is capable of controlling CX/UX in a targeted manner and improving based on this insight.

ESTABLISHING

There is a functioning internal organization for customer/user experience. The company learns from customer experience metrics and optimizes the tools, methods and process for customer/user experience. All products that are developed for a human as user follow the UX design process.

EXPANSION

Customer and/or user experience is recognized in large parts of the company. It is coordinated across the board. Customer/user experience initiatives deliver initial successes.

STRUCTURE

Started coordinating customer and/or user experience across the company.

AD HOC

The company focuses on customer complaints. There are independent and rather random activities around customer or user experience in individual parts of the company.

NO CX & UX

The company has neither the ability to specifically manage customer experience (CX) nor user experience (UX) or to become more successful on the basis of customer experience.

Our projects

genua

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UX Maturity & Organizational Design

Lufthansa Technik

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AVIATAR platform