adidas
Customers don't feel your intentions. They feel your execution.
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
The mindset was there. The day-to-day practice wasn't.
- New ways of working needed guidance — in real daily work, not in workshops.
- Customer and process perspectives existed side by side — not as a shared language.
- Insights existed. The path from insight to outcome didn't.
From clarity to execution
Change belongs in the work. Not alongside it.
Evaluate
We look before we design. Patterns, constraints, dependencies — what's actually going on.
Envision
What we've understood becomes something concrete. Not a vision for the drawer — concepts that can actually be built.
Enable
Change belongs in daily work — and that's where we embed it.
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 develop strategies and solutions that actually move organizations forward.
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