Service Design

addresses a guest’s journey through the services offered to tourists (“customer journey”). Services are contact opportunities with an immediately impact which can inspire guests and satisfy their needs. Through service design, we plan, improve and create these points of contact which the guests have with the brands and services of our clients. And we develop them into noticeable and memorable impressions.

If you want satisfied customers, who will not only come back to consume tourist-oriented services time and again, but who also share, communicate and recommend these experiences, you need to know which requirements and which needs customers and guests associate with tourist services. Service design in tourism therefore deals intensively with the customer needs and the expectations of (potential) guests. Service design considers services as products, which must be systematically developed and created, just as is the case for tangible products. And exactly as in the case of a designer couch, an Alessi salt shaker or a Mercedes convertible, the main focus lies on the composition of functionality and form – just simply for invisible products, for services.