adidas
Customer focus as ambition. Not yet as practice.
23 +
Product owners coached in Service Design.
20+
Service Blueprints developed.
1
Playbook on Service Design
Outcome
"Not just new ways of working. Real execution capability.
- Customer-centric ways of working that hold up in practice.
- A clear operating model for digital sales.
- A playbook the team can build on itself.
- Execution capability that stays in the organization.
Challenge
Despite a clear design mindset, the bridge to consistent, customer-centered execution in daily work was missing.
- New ways of working needed guidance — in real daily work, not in workshops.
- Customer and process perspectives were isolated — not a shared language.
- Insights existed. The path from insight to outcome didn't.
From clarity to execution
Embedding change directly in daily work – by bringing together clarity, value creation, and execution.
Evaluate
Making patterns, constraints, and dependencies clear. We create transparency across strategy, organization, and execution. Rather than optimizing parts, we make the system understandable.
Envision
Turning clarity into concrete value propositions. We translate systemic clarity into services, structures, and priorities that drive value.
Enable
We embed change where it belongs: in daily work.
What changed
Innovation becomes part of normal work. No parallel stream.
- Customer-centric thinking is now a way of working — not a method.
- The team responds faster. Because it knows what to look for.
- Improved service and customer journey quality
- Accountability is clear. So is autonomy.
Further cases
We create innovative strategies and solutions to support organizations on their journey towards a brighter future.
Designing user-centered digital services in healthcare
Embedding innovation capability across the organization
Let’s connect
leeep agency GmbH
Unter den Linden 26—30
10117 Berlin
hello@leeep.io
+49 (0)30 9210 1885 0