More than packaging

The approach chosen for a project with Kabel Deutschland goes far beyond the optimisation of packaging alone. It is a complete end-2-end service design that encompasses the entire process from packaging to installation and use of the end devices. The aim is to create a consistent, user-friendly and efficient experience that delights customers and reduces support costs.

The process begins with a comprehensive analysis of all touchpoints and processes that the customer goes through. Contextual interviews with end customers and experts are used to identify needs and pain points. Based on this, alternative packaging concepts are developed that are not only aesthetically pleasing but also functionally optimised. Each solution is iteratively evaluated in focus groups to ensure that it is technically feasible and economically viable.

A key element of this approach is dialogue – an active and continuous dialogue with the customer that is not limited to the outer packaging, but continues right through to installation and configuration. This method ensures that the customer is always well informed and guided, which significantly and measurably increases user satisfaction.

Innovative service design takes the user experience to a new level through process optimisation, multi-stakeholder management and creative solutions. This approach offers a perfect user experience from the first touch to the full utilisation of the product.