User-Centric Service Concepts

At Wunder, we begin by combining user-centered and data-informed development practices with design methods. This comprehensive approach ensures that our actions are not only high-quality and impactful but also generate tangible business benefits.

Here's a streamlined overview of our user-centric service development process:

1. Research & understand 

• Focus on understanding the current state of services or applications, business goals, and service production processes of customer organization.
• Identify user needs through interviews, user feedback, and available data on digital interactions - covering both customers back office and end-users.
• Prioritize identified needs and define metrics to evaluate the impact of desired changes.

2. Emphasise & ideate

• Generate ideas and concepts that address identified needs, whether for operational development, changes in the competitive landscape, or shifts in customer behavior.
• Use collected customer data and insights as a basis for new ideas and concepts.
• Utilize tools like keyword analysis and heatmaps to identify trends guiding the innovation process.

3. Prototype & visualize

• Create tangible models of abstract ideas, such as interfaces or key service paths and workflows.
• Use prototypes to communicate changes to stakeholders, manage expectations, and validate the quality, usability, and accessibility of ideas.
• Prototyping is a cost-effective way to ensure the functionality of a solution before actual development and deployment.

4. Test

• Conduct user testing to ensure plans align with user needs and the user experience is smooth.
• Use prototypes to gather additional feedback for finalizing plans or testing alternative approaches.
• Collected feedback helps fine-tune plans and ensure a high-quality end result.

Our user-centric approach guarantees that we not only meet the current needs of both organizations and users but also identify areas for improvement and opportunities for innovative solutions.

Learn more about User-Centric Service Concepts 

Strategic Roadmap for a Digital Service Development Project 

Trimble – From vision to a plan of action