Embracing Service Design: Lessons from MediaMarktSaturn’s story
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At TheyDo, we’re passionate about customer-centric transformation and service design's role in shaping memorable experiences. Reading Stefan Wörnle’s blog on MediaMarktSaturn’s use of service design was inspiring, not just for the depth of their approach but also for the tangible outcomes they’re achieving. Here's what we learned from their journey and how it showcases the power of tools like TheyDo in advancing experience management.
Transforming into an experience champion
MediaMarktSaturn’s evolution from a traditional product retailer to an omnichannel service platform represents a significant shift. By adopting service design methods, they’ve positioned themselves to understand customer needs at a granular level. This transformation involves examining the entire customer journey and crafting processes that enhance shopping experiences, blending empathy with innovation.
The power of collaborative energy
Stefan describes the energy of their service design workshops as a “nest of trust.” This environment, where cross-functional teams collaborate in an open and constructive atmosphere, is a cornerstone of effective service design. It’s a place where creativity thrives and diverse perspectives enrich ideas. Such workshops foster a “yes and” mindset, encouraging teams to build on one another’s ideas rather than shutting them down.
This resonated with us at TheyDo because we see similar dynamics when journey management is embraced: collaborative spaces where teams align on insights, goals, prioritize opportunities and innovate on solutions that benefit both customers and the business.
Data-driven design thinking
MediaMarktSaturn’s service design framework is rooted in design thinking principles, with sprints divided into phases like research, ideation, and implementation. By leveraging tools like NPS surveys, customer inquiries, and complaints, they gather actionable insights that are dissected in workshops with employees across departments.
This cross-functional approach ensures a holistic understanding of the customer experience. When teams collectively analyze challenges and opportunities, the resulting solutions are innovative, practical, and implementable.
The role of tools in managing complexity
Modern experience management requires robust tools, and MediaMarktSaturn's exploration of TheyDo as part of its toolkit is a testament to the evolving needs of customer-centric organizations. They’re using it to map macro-journeys (e.g., purchasing a washing machine) and nested micro-journeys (e.g., checkout processes).
Integrating tools like TheyDo with systems like Jira and real-time KPI tracking creates a seamless workflow for managing improvements. Stefan highlighted that tools like TheyDo have saved their teams up to 40% of working time, a compelling case for adopting journey management platforms.
Service design in action
MediaMarktSaturn’s commitment to service design has yielded impactful outcomes across various domains, from store processes to sustainability initiatives. Central to this success is the collaboration of interdisciplinary teams during service design sprints. These sprints not only address departmental needs but also leverage the collective expertise of the project team to create effective solutions.
Recognizing the importance of service design, MediaMarktSaturn has also launched a comprehensive training program to upskill its workforce. This emphasis on customer orientation, journey knowledge, and interdisciplinary collaboration ensures that service design remains integral to their culture.
Lessons for experience professionals
For experience professionals and organizations striving to excel in customer-centricity, MediaMarktSaturn’s journey offers valuable lessons:
Create Trust-Filled Spaces: Foster environments where teams can collaborate openly and build on each other’s ideas.
Leverage Design Thinking: Use structured frameworks to explore customer needs, ideate solutions, and implement improvements.
Invest in the Right Tools: Tools like TheyDo simplify journey management, allowing teams to focus on creating value rather than navigating complexity.
Commit to Training: Building internal expertise ensures long-term success and embeds customer-centricity into your organization’s DNA.
At TheyDo, seeing how MediaMarktSaturn is embracing service design and leveraging tools like ours reaffirms our belief that experience management is the future of business success. When Stefan Stefan Wörnle writes: "TheyDo saves the teams involved up to 40% of their working time," it is exciting to be a little part of empowering his team. It is a powerful reminder that with the right mindset, tools, and teamwork, any organization can transform into an experience champion.