Customers' journeys are more complex than ever. They're shaping their own experiences, navigating non-linear journeys across multiple touchpoints, and raising expectations continuously.

By designing for ecosystems we future-proof your business and help you adapt to changing demands, technologies, and risks while empowering your customers, helping them navigate touchpoints. Looking ahead, no single provider will own the entire customer relationship.

Our co-creative approach connects with your organisation, strategy, markets, and customers enabling you to:

Identify and activate strategic opportunities for creating world class experiences and building loyalty
Select the right innovation model
Align your services with your business strategy and future customer needs
Strengthen your service design capabilities
Explore new partnerships and emerging technologies

This approach empowers you to rapidly validate, launch and iterate value-driven services, capture insights, and stay ahead in an increasingly fragmented, hybrid landscape.

Let's activate your future service potential.

Power your business goals with service innovation

Explore how to…

Transform customer experiences and boost engagement
Deliver hybrid touchpoint agnostic experiences
Create innovative service and business models and unlock new revenue streams with AI
Accelerate market leadership, customer loyalty, and reach through strategic partnerships
Build capabilities, while launching services at speed
Apply strong collaborative processes to build stakeholder buy-in and create value

Lars Wiedemann

Strategic Design Director

lars.wiedemann@manyone.com

01
Transform customer experiences and boost engagement

What is a competitive advantage today could be a commodity tomorrow. Improve customer experience and engage your audience through meaningful interactions. Using insights from user research, ensure every touchpoint resonates with customers' evolving needs and expectations, providing consistent value across their non-linear journeys.

Increased loyalty: Enhance customer lifetime value, trust and preference by creating interactions that matter
Distinctive offerings: Offer unique services and highly personalized experiences that set your brand apart
Agile response: Adapt quickly to changing customer needs and market conditions, ensuring engaging experiences every time

02
Deliver meaningful, touchpoint-agnostic experiences

Connect digital and physical touchpoints to create seamless, meaningful customer journeys for a future where customers are touchpoint-agnostic and engage with multiple services and ecosystems on demand, moving beyond traditional linear journeys.

Seamless experience: Ensure customers a seamless, consistent, and fluid experience across all channels
Deeper engagement: Encourage deeper interaction by meeting customers where they are, across digital, physical and mixed environments
Proactive innovation: Stay ahead of industry trends by adapting to the evolving landscape of customer behaviour and expectations

03
Create innovative service and business models and unlock new revenue streams with AI

Explore opportunities for growth by embracing change as a catalyst for innovation. Here, AI and emerging technologies can be leveraged in research as well as strategy and design explorations to explore new service models and unlock additional revenue and value creation potential.

Continuous innovation: Foster a culture of continuous improvement and adapting swiftly to industry changes
Competitive edge: Stay ahead of competitors by adopting innovative service models and cutting-edge technologies
Hyper-personalisation: Adapting service journeys to customer needs and expectations

04
Accelerate market leadership, loyalty, and reach through strategic partnerships

Strategic partnerships open up new growth opportunities, driving innovation and value-added services in today’s competitive landscape. By embracing bold, diversified collaborations, you can move beyond incremental improvements to deliver standout services and reach new segments.

Accelerated market leadership: Strategic partnerships help you move beyond linear value chains to create new ecosystems, redefining market leadership.
Extended customer reach: Reach new customer segments by combining diverse expertise and resources to increase market penetration.
Deeper customer engagement: Leverage customer insights and technologies from diverse industries to create deeper customer engagement and loyalty.

05
Build capabilities, while launching services at speed

Partner with our team to co-create impactful services and build expertise. Empower your organization to take ownership of the service design process, ensuring that your team grows in skill and confidence.

Faster time-to-market: Launch services quickly to maintain a competitive edge
Enhanced capabilities: Equip your team with the skills needed to sustain and innovate future services
Long-term success: Achieve long-term profitability and growth through continuous service innovation

06
Build stakeholder buy-in and create value through collaborative processes

Engage stakeholders through our collaborative design processes to unlock collective knowledge and ensure alignment and buy-in. This way, we'll co-create solutions that meet or even exceed customer expectations and drive real value for your business.

Unified vision: Align all stakeholders around a shared vision to ensure investment in your service’s success
Increased value: Drive business growth by delivering solutions that resonate with customers
Customer excellence: Exceed customer expectations, leading to higher satisfaction and loyalty

Our approach

Understand your future customer ecosystem to transform your services

Service innovation adds real value by aligning insights with your business strategy to design meaningful world-class customer experiences.

We take a touchpoint-agnostic approach, designing deeply personalised, non-linear customer journeys.

Our work

Design for service innovation

Volvo

Volvo app vision: Navigating innovation for the next evolution

Volvo wanted a tangible vision for their Volvo Cars app. The challenge was to help push app innovation from the app’s current state towards a bold, five-year out vision, and balance incremental improvements with disruptive innovation. We painted a picture of an ambitious future, with improved onboarding, post purchase shopping, smart insights, and other personalized features to spark re-engagement. Through close collaboration with the app product leadership and key stakeholders, we shaped a clear and ambitious short-term app vision that set direction towards a premium digital experience.

Deutsche Telekom

Providing better experiences for broadband customers

Deutsche Telekom wants to make smart home technology accessible and appealing to a wider audience. We used our Service Innovation approach to explore and design a future customer experience vision and journey, insight-driven user experience principles and key experience moments. All of this was documented in an experience prototype app that served as a clear foundation for organisational alignment, development and launch. As a result, Deutsche Telekom is able to offer its broadband customers seamless connectivity, intuitive setup and ongoing engagement.

One of the largest global retailers

Creating an intuitive and tech-forward service offering

One of the largest global retailers wanted to launch a sub-brand and new strategic service offering. We focused on our client’s food aggregation and distribution advantage to deliver groceries, meals, and takeout in an intuitive, tech-forward, and budget conscious service offering, leveraging AI and driven by real user needs. Through a collaborative approach and iterative prototyping, we created a product vision for future customer experiences, defining a strategic and insight driven foundation, ensuring alignment on key offerings and market positioning to guide internal development and implementation at scale.

World Diabetes Foundation

Co-creating global goods through needs-based innovation in LMICs

The World Diabetes Foundation set out to create a new digital product offering – aiming at improving health outcomes in low and middle income countries – and a process for other organisations to be inspired by. Through research and co-creation with global and local partners, we created a range of ‘global goods’ for early detection of diabetes in communities, disease management through health information systems on the national level, and learning and performance management for healthcare professionals to improve overall health outcomes. From problem definition to a global toolbox.

Magic Leap

Redefining user experiences with spatial computing, across sectors

To define enterprise and consumer value in the XR Cloud, Manyone worked closely with Magic Leap to explore use cases on how extended realities can empower people and businesses while creating human-centric experiences that amplify our ability to connect, imagine, and create. Through our systemic CX design approach, we created user and market insights that redefine how our digital and physical worlds will coexist and were able to envision new products, services, and CX strategies that could be applied for product or market expansions and redefining and improving CX.

Go to case

The Norwegian Tax Authority

Transforming tax collection into a seamless and holistic experience

As a long-term partner of the Norwegian Tax Administration (Skatteetaten), we’re working on one of the largest digitalisation projects in Norway, transforming tax collection into a seamless and holistic experience – and integrating it into the users’ ecosystem. Using design methods like co-creation and actionable insights we provided an outside-in perspective that influenced the program’s overall approach. Combining qualitative insight with data helped us pinpoint where to make a difference – and empower entrepreneurs to get it right from the start.

Go to case

Energisa

A socially empowering new mobile bank for Energisa

Energisa is the biggest electricity provider in Brazil, serving nearly 16 million people. Due to its diverse clientele, the company faces many challenges and complexities when it comes to collecting utility payments, especially considering the fact that, according to research conducted by Locomotiva Institute, 29% of Brazil's population do not own any type of bank account. Collaborating with Energisa, one of Brazil's largest energy providers, we helped create Voltz, a brand new mobile banking solution usable by millions of previously 'unbanked' people.

Go to case

Let's talk about service innovation