Gedanken zu Experience und Service Design

Taking Aerial Gondolas to Work? A Disruptive Technology for Mobility.

25.01.2013 in EnglishInspiration  von Katrin Mathis
Roosevelt Aerial Tramway in New York
Photo by Shinya Suzuki

To many, it probably looked like an April Fools' joke when the local newspaper Badische Zeitung last year reported on an idea of local councillor Nils Höck from Christian Democratic Union of Germany (CDU) to connect the train station in Müllheim with the town center by aerial gondolas known from ski-regions and other tourist attractions.


But the idea is not new. Especially developing countries heavily rely on so-called cable propelled transit for urban transport. Examples can be found among others in Colombia, Venezuela, Brazil, Vietnam and Algeria but also in North America with the Roosevelt Island tramway and the Portland aerial tram. In London, the new built Emirates Air Line just opened last year. Inspired by these examples, many other cities are investigating the concept. Innovation firm Frog, known for design thinking, presented the "Wire", their vision of an overhead cable-powered transit as part of a single fare system in combination with bikes, car sharing etc. for Austin, Texas at the PSFK conference in San Francisco last November. 


Welcome to my blog!

21.12.2012 in EnglishNews  von Katrin Mathis

An eventful year lies behind me. Last year around this time I was working on a compelling project for a medical technology enterprise that found itself struggling to keep up with competitors. Prior market research had shown that customers were favoring competitors in terms of product quality while all three companies were valued equally neutral in service and support. This gave me the chance to apply what I had been learning about service design. In addition to the team's marketing concept for a new product that would lift product reputation, I created a service ecology together with a colleague that filled this gap with a range of services across all channels for a true competitive advantage.


The last two and a half years I had enjoyed working as a consultant and conceptioner in an international communication agency mainly because of the chance to work in such a brilliant team and do projects for large international clients. A very different challenge began when I set up my own business in May. I was lucky to quickly find a shared office space together with a trusted ex-colleague and to be able to rely on a network of talented folks that compensated for not being part of a team anymore. 


One of the main reasons for this step was that I wanted to focus more on my main areas of interest, particularly service design and web analytics. During the past few months I participated in a HCI class on and attended many inspiring events from barcamps in Saarbrücken and Stuttgart, TYPO3 camp Stuttgart, d.confestival in Potsdam, Usability Day in Stuttgart and the Analytics Summit in Hamburg. The chance is high that I'll share some insights from these events in the coming weeks.


Looking back, many things have turned out differently than expected - some even better, others are still to be optimized. Overall, I have not regretted my decision a single second.


In 2013 some things that I have been working on will become real, among them a Design Thinking hands-on workshop with Daniel Bartel on March 1 followed by the 1. Service Design Jam Freiburg on the same weekend. In this blog I want to share news, thoughts and inspiration on a weekly basis. I have decided to generally blog in English because I believe in knowledge exchange beyond country borders although one or the other post might be in German.


I want to thank everyone who supported me during the past year, especially the clients who trusted in me and who allowed me making a living doing what I am truly passionate about. Merry Christmas and a Happy New Year!

Katrin Mathis, UX Konzepterin und Service Designerin aus Freiburg

Katrin Mathis
MBA in Service Innovation & Design und BSc in OnlineMedien berät seit über 10 Jahren Unternehmen, die digitale Transformation zum Nutzen ihrer Kunden einzusetzen.


Was andere sagen

Bei meiner Vorbereitung einer Vorlesung habe ich Ihre Inhalte entdeckt. Sie haben es drauf! Service Engineering und Blueprint finde ich nirgends so toll erklärt wie bei Ihnen!

Markus V. Burkat,
VMM Unternehmensberatung® und
Dozent an der FOM Hochschule